Senior Technical Support Professional

2 days ago

Thoothukudi, Tamil Nadu, India beBeeSupport Full time US$ 70,000 - US$ 95,000
Job Description

We are seeking a skilled Technical Support Specialist to join our team.

The ideal candidate will have a strong background in technical support, excellent communication skills, and the ability to work in a fast-paced startup environment.

  • Act as the first point of contact for customers to troubleshoot and resolve technical issues across our platform.
  • Deliver world-class support with strong spoken and written English communication.
  • Provide technical support for UK and USA-based customers, understanding their specific product workflows, expectations, and cultural nuances.

The successful candidate will be responsible for:

  • Responding to customer queries via email, chat, and calls in a timely, empathetic, and effective manner.
  • Diagnosing, replicating, and escalating software issues to the engineering team with detailed logs, steps, and reports.
  • Collaborating with product and development teams to improve platform stability, customer satisfaction, and feature adoption.
  • Documenting known issues, fixes, and creating knowledge base articles for both internal and external use.
  • Assisting customers with onboarding, integrations, and platform configurations to ensure smooth adoption.
  • Monitoring system health, uptime, and incident alerts, responding proactively to minimize downtime.
  • Suggesting improvements in support processes, automation, and workflows to improve efficiency and resolution times.

Requirements:

  • Bachelor's degree in Computer Science, IT, or related field (or equivalent experience).
  • 1–3 years of experience in technical support, SaaS, or mobility/dispatch software.
  • Prior experience supporting UK and USA-based SaaS products (understanding of customer expectations, SLAs, and compliance).

Nice to Have:

  • Experience with ride-hailing, booking, or fleet management platforms.
  • Knowledge of SQL/databases for debugging and analytics.
  • Exposure to cloud platforms (AWS, Azure, or GCP).
  • Understanding of SLA-driven enterprise support environments.
  • Familiarity with remote support tools and global collaboration practices.

What We Offer

  • Opportunity to shape the future of global mobility technology.
  • A collaborative startup culture with ownership and fast growth opportunities.
  • Competitive salary and performance incentives.
  • Work with a passionate team solving real-world transportation challenges.

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