Technical Support Specialist

📋 Description

• Own the customer support platform as the primary intake channel for all incoming support requests
• Ensure every customer request receives an initial response within agreed service-level timelines
• Collect and document all relevant troubleshooting information, including client environments
• Resolve common technical issues, known problems, and user-related errors using existing
• Troubleshoot authentication and access-related issues, including Single Sign-On (SSO), SAML
• Assist enterprise customers with platform configuration, administrative tools, network access

🎯 Requirements

• 2–4 years of experience in technical support or customer support within a B2B SaaS environment
• Working knowledge of Single Sign-On (SSO), SAML authentication, user provisioning, access
• Good understanding of browser troubleshooting, device permissions, network connectivity, firewalls
• Experience using Jira and customer support or helpdesk platforms to manage tickets, escalations
• Strong written and verbal communication skills, particularly when explaining technical issues and
• Ability to gather, structure, and document troubleshooting information accurately so technical

🎁 Benefits

• Employment type: Full-time opportunity.
• Work flexibility: Fully remote position, with the flexibility to work from India.
• Professional growth: Opportunity to establish and shape a technical support function as an early
• Career progression: Potential to grow into a support leadership position as the customer base and
• AI and technology exposure: Work with AI-powered SaaS products, enterprise platforms, and emerging
• Cross-functional collaboration: Work closely with Support Engineering, Product, and Engineering