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Technical Customer Support Specialist

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Bengaluru, Karnataka, India beBeeCustomerSupport Full time ₹ 1,04,000 - ₹ 1,30,878
Technical Support Engineer

We are seeking a skilled Technical Support Engineer to join our team. In this role, you will be responsible for providing efficient and accurate technical support for our product by configuring, maintaining, and supporting software platforms within production environments.

Key Responsibilities:
  • Configure, maintain, and support software platforms within production environments to ensure customer satisfaction
  • Escalate bugs, outages, and product requests to Engineering while improving deflection of escalations over time
  • Collaborate with Customer Success, Onboarding, and Product teams to drive an outstanding end-to-end customer experience
  • Troubleshoot and resolve technical issues using engineering tools such as AWS, MongoDB, Azure, GCP, GitHub, Jenkins, etc.
  • Support complex issues across integrations such as Telephony Platforms, Web Conferencing, APIs, Salesforce, and other 3rd-party systems
  • Analyze user challenges, deliver workarounds, and create knowledge base articles to improve self-service support
  • Mentor and guide L2 Support agents while writing and reviewing technical documents for both internal and external audiences
Requirements:
  • 7+ years of experience in Technical Support as a B2B SaaS Support engineer
  • 5+ years of experience in SaaS Customer Success, Support, or Services
  • Working technical knowledge of SaaS applications, cloud integrations, and architecture
  • Experience with Customer Support tech stack (i.e. Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, GetFeedback)
  • Bachelor's Degree or equivalent years of experience
  • Nice to have Technical support experience with Dialer/Telephony/Web Conferencing platforms
Benefits:
  • Excellent medical insurance options and free online doctor consultations
  • Yearly privilege and sick leaves as per Karnataka S&E Act
  • Generous holidays (National and Festive), recognition, and parental leave policies
  • Learning & Development fund to support continuous learning journey and professional development
  • Fun events to build culture across the organization
  • Flexible benefit plans for tax exemptions
Our Commitment to Inclusion and Belonging:

We welcome all people and celebrate diversity of all kinds. We are committed to creating an inclusive culture built on respect for all individuals. Individuals from non-traditional backgrounds and historically marginalized or underrepresented groups are strongly encouraged to apply.