Software Support Engineer – B2B SaaS, Technical Customer Support

This is a fully remote position, open to applicants in India.

📋 Description

• Take charge of technical support tickets in Zendesk/Jira, managing them from investigation to resolution while delivering prompt and empathetic updates to customers.

• Diagnose issues related to SaaS applications, configurations, integrations, and performance using browser DevTools, logs, SQL queries, and various diagnostic tools.

• Examine REST API challenges that involve authentication, HTTP status codes, JSON payloads, and rate limits.

• Oversee the health of applications and infrastructure, evaluate incidents, and swiftly escalate any issues that impact customers.

• Reproduce bugs, document evidence and reproduction steps, and collaborate with QA and Engineering to determine root causes.

• Address live-chat technical inquiries from customers and prospects, directing qualified commercial questions to the Sales team.

• Develop knowledge base articles and troubleshooting guides to minimize recurring issues and enhance self-service options.

• Assist Implementation teams with customer configurations and integrations, ensuring effective coordination across different time zones.

• Recognize recurring patterns and suggest enhancements to support processes, automation, and product reliability.

• Work during a defined primary shift that covers either US or Oceania business hours.

• Offer occasional flexibility for training, meetings, urgent escalations, and handovers in the EU time zone.

⛳️ Requirements

• Practical experience in Technical Support, Software Support Engineering, Application Support, or Developer Support for SaaS, cloud, or web products.

• Strong analytical and troubleshooting abilities, including the ownership of customer-facing incidents and root cause analysis.

• Familiarity with REST APIs, HTTP/HTTPS, JSON, authentication, and troubleshooting APIs.

• Experience using browser DevTools, HTML, SQL, application logs, and ticketing/issue-tracking systems such as Zendesk or Jira.

• Knowledge of CDN, caching, or web performance concepts.

• Basic coding or scripting skills to investigate integrations.

• Hands-on experience with AI tools to enhance troubleshooting, research, and communication with customers.

• Excellent written and verbal communication skills, customer empathy, and effective collaboration with QA and Engineering teams.

• Dependability and self-sufficiency in remote work, including availability for the designated US or Oceania shift and occasional EU overlap.

• Fluent professional English, both written and spoken.

• A degree in Computer Science or equivalent practical experience is advantageous.

• Experience with PostgreSQL, ClickHouse, cloud monitoring, and technical documentation is a plus.

• Proficiency in French, German, or Spanish is an asset, though not mandatory.

🏝️ Benefits

• Fully remote work within an international B2B SaaS team, allowing for ownership and direct collaboration across functions.

• Exposure to APIs, cloud infrastructure, media delivery, and AI-driven products, with chances to learn and enhance support practices.

• A positive, multicultural environment that encourages initiative, teamwork, and practical problem-solving.

• 20 days of paid time off annually.

• Reimbursement for approved business travel expenses.

• Opportunities to participate in company off-site events.