Customer Support Specialist

📋 Description

• Triage, prioritize, and investigate incoming technical support tickets, reproducing reported issues
• Use SQL to query internal systems and databases, validate reported behavior, retrieve relevant
• Monitor Zendesk queues to maintain SLA compliance, prioritize critical issues, and identify
• Work with Engineering and Product teams to trace bugs from initial customer report through
• Own client communication throughout the full ticket lifecycle, from initial acknowledgment and
• Translate technical issues, error messages, API responses, logs, and debugging findings into clear

🎯 Requirements

• Be physically located in India for this position.
• Have 3+ years of experience in technical customer support or another client-facing technical role
• Demonstrate hands-on proficiency with Zendesk and Jira, including queue management, ticket
• Possess intermediate SQL skills, including the ability to write SELECT statements, filter and
• Have experience building workflow automations using scripting tools such as Bash and AI tools or
• Be comfortable investigating front-end issues involving HTML and JavaScript.

🎁 Benefits

• Full-time employment in a fully remote position.
• Work from India without the requirement to work from a physical office.
• Opportunity to support enterprise-level B2B SaaS customers and solve technically challenging issues.
• Hands-on exposure to SQL, APIs, logs, integrations, scripting, AI-powered tools, and modern SaaS
• Cross-functional collaboration with Engineering, Product, Customer Success, and Solutions
• Opportunity to contribute directly to product improvements by identifying recurring customer issues