Product Support Associates

Full time Number of years of experience expected: Areas of experience preferred: Bachelor’s degree in computer science, Information Technology, Finance, or a related field BTech / Product courses / other relevant courses Results-oriented with a track record of delivering similar experience Experience with ticketing systems Preferred geography of previous work experience: Excellent written and verbal communication skills, with the ability to articulate complex technical issues to both technical and non-technical stakeholders Technology proficiency preferred (non-mandatory): Selenium, playwright. Acies is seeking a highly motivated and customer-focused Support Engineer to join our Customer Support team. The successful candidate will be the first point of contact for our B2B clients, providing initial technical assistance and issue resolution for our software products across the treasury, risk, finance, and regulatory compliance domains. This role requires a blend of technical aptitude, problem solving skills, and excellent communication to ensure client satisfaction and efficient support delivery. First-Line Technical Support: Provide timely and effective initial technical support to clients via phone, email, and ticketing system for inquiries related to Acies' software products. Accurately identify, diagnose, and resolve basic technical issues, common user errors, and configuration problems. Escalation Management: Efficiently escalate complex or unresolved issues to L2 Support Engineers, Product Managers, or Development teams, ensuring all relevant information is provided for swift resolution. Contribute to and utilize the internal knowledge base, creating new articles and updating existing ones to improve self-service options and support efficiency. Monitoring & Reporting: Monitor system health, alert dashboards, and common support trends. Contribute to regular reports on support metrics and common issues. Develop a strong understanding of Acies' software products, their functionalities, and common use cases within treasury, risk, finance, and regulatory compliance. Continuous Improvement: Proactively identify opportunities for process improvements within the support function to enhance client satisfaction and operational efficiency. Work permit requirements: Either Indian Citizen or having valid work permit to work in India. Full-time position Probation period: Compensation: Compensation varies depending on the skill, fitment and role played by the person. Compensation discussions will take place post the selection process. Performance incentives: Typically, all roles at Acies have a performance incentive. Specific aspects will be discussed during the compensation discussion Additional leaves for national holidays, sick leaves, maternity and paternity, bereavement and studies vary based on the city and country of engagement. Other employment benefits including medical insurance will be informed during the compensation discussion. Career growth for full-time roles: Acies believes in a transparent and data-based performance evaluation system. You are encouraged to clarify any questions you have with respect to career growth with Acies personnel you interact with during the selection process. Career opportunities for part-time roles: Conversion of part-time roles to full-time roles depends on both performance of the individual and business needs. Such mobility is, however, subject to business needs and regulations governing immigration and employment in various countries. Final discussion on career and compensation: Post final selection, a separate discussion will be set up to discuss compensation and career growth. For any additional queries you may have, you can send a LinkedIn InMail to us, connect with us at or e-mail us at you wish to apply for this job, please reach out to us directly through LinkedIn or apply on our website career page -