Enterprise SaaS Technical Support Professional

2 weeks ago

Pune, Maharashtra, India beBeeTechnical Full time ₹ 9,00,000 - ₹ 12,00,000

About iConcile:

iConcile is an early-stage SaaS provider transforming organizations' cost and vendor operations through cutting-edge enterprise software. Our solution simplifies invoice reconciliation, contract management, and vendor workflows with automation and AI-driven intelligence.

Our product suite includes Payable Automation, Invoice Reconciliation, and Contract Management tools ensuring error-free invoice validations and instant mismatch resolution with embedded workflows and reporting tools.

The Opportunity:

We seek a Technical Support Specialist to join our growing team. This role will support both new client implementations and ongoing production support for our Enterprise SaaS applications. You will interact directly with international clients, investigate and resolve technical issues, and work closely with developers and product managers to ensure smooth onboarding and post-go-live experiences.

Key Responsibilities:

- Collaborate with the implementation and business analyst team to configure client environments.

- Assist in data validation, backend configurations, and API integrations as required.

- Coordinate UAT, go-live, and hypercare phases of implementation.

Responsibilities (continued):

- Investigate, triage, and resolve reported technical issues from enterprise clients.

- Query the database (SQL) to extract and analyze issue-related data.

- Work with the development team to report and escalate bugs, track fixes, and test resolutions.

Client Communication & Documentation:

- Serve as a point of contact for client technical queries and ongoing support.

- Maintain detailed documentation of support issues, fixes, and known issues.

- Provide walkthroughs and technical training to client teams when required.

Continuous Product Improvement:

- Provide structured feedback to the product team based on real-world client usage and support trends.

- Identify opportunities for improving product stability and support efficiency.

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