Technical Support Engineer

5 days ago

Kolkata, West Bengal, India Logistifie Full time

Applications are open only for candidates based in Kolkata

About Logistifie

Logistifie is building the next-generation chauffeur, limo, and taxi dispatch SaaS platform designed to deliver world-class reliability, scalability, and performance for mobility businesses globally. We are a fast-growing startup where innovation, customer experience, and technology come together.

We're looking for a Technical Support Engineer who will play a critical role in supporting our customers, ensuring smooth operations, and maintaining customer trust. This role is ideal for someone who thrives in fast-paced SaaS environments and is passionate about solving customer challenges with empathy and technical expertise.

Key Responsibilities

Act as the first point of contact for customers to troubleshoot and resolve technical issues across our SaaS 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.

Respond to customer queries via email, chat, and calls in a timely, empathetic, and effective manner.

Diagnose, replicate, and escalate software issues to the engineering team with detailed logs, steps, and reports.

Collaborate with product and development teams to improve platform stability, customer satisfaction, and feature adoption.

Document known issues, fixes, and create knowledge base articles for both internal and external use.

Assist customers with onboarding, integrations, and platform configurations to ensure smooth adoption.

Monitor system health, uptime, and incident alerts, responding proactively to minimize downtime.

Suggest 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).

Strong knowledge of web technologies (Angular, REST APIs, Cloud platforms).

Hands-on experience with troubleshooting tools, logs, and debugging techniques.

Familiarity with SaaS platforms, CRM, and ticketing systems (Zoho Desk, Freshdesk, JIRA, Zendesk).

Excellent written and verbal communication with a customer-first mindset.

Ability to manage multiple priorities in a fast-paced startup environment.

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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