Technical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Specialist based in India.

This role sits at the heart of a global customer support ecosystem, where you will act as the first line of defense for resolving technical issues on a leading AI-powered personalization platform. You will engage directly with customers, translating complex technical challenges into clear, actionable solutions while ensuring a seamless and empathetic support experience. The environment is fast-paced, collaborative, and highly customer-focused, requiring both curiosity and precision in equal measure. You will work closely with engineering, product, and cross-functional teams to troubleshoot issues across APIs, integrations, and SaaS systems. This position offers strong exposure to modern web technologies, AI-assisted workflows, and digital commerce systems. It is ideal for someone who enjoys problem-solving, learning continuously, and making a tangible impact on customer success. You will also play a key role in improving internal knowledge bases and support processes to enhance overall efficiency.

You will be responsible for managing and resolving L1 technical support tickets end-to-end, ensuring timely, accurate, and high-quality resolutions aligned with SLAs and KPIs. This includes troubleshooting platform issues, maintaining clear communication with customers, and ensuring proper ticket documentation and escalation where needed.

• Own and resolve customer support tickets across the platform, ensuring structured diagnostics and timely resolution
• Provide clear, empathetic, and proactive communication throughout the customer support lifecycle
• Maintain ticket hygiene, SLA compliance, and consistent adherence to support processes
• Create and update knowledge base articles to improve internal efficiency and self-service capabilities
• Troubleshoot issues involving APIs, integrations, SaaS systems, and data flows
• Collaborate with engineering, product, and cross-functional teams for issue resolution and escalation
• Participate in 24x7 on-call rotations and ensure uninterrupted customer support coverage
• Contribute to continuous improvement of support workflows and operational best practices

Requirements

This role requires 1–3 years of experience in technical support, IT helpdesk, customer success, or related customer-facing technical roles, with strong analytical and communication abilities. You should be comfortable working in a fast-moving SaaS environment and handling multiple concurrent cases with precision and accountability.

• 1–3 years of experience in technical support, IT helpdesk, SaaS, CRM, or related fields
• Strong troubleshooting skills with a structured and logical problem-solving approach
• Excellent written and verbal communication skills in English
• Familiarity with SaaS platforms, APIs, web technologies, or cloud-based systems
• Ability to work with ticketing systems and meet SLAs in a performance-driven environment
• Strong multitasking, prioritization, and organizational skills
• Customer-first mindset with empathy and professionalism in all interactions
• Eagerness to learn, adapt, and grow in a technical environment
• Exposure to marketing technology, eCommerce, or AI-assisted tools is a plus

Benefits

• Competitive compensation package aligned with experience
• Fully remote-friendly work culture with global collaboration opportunities
• Exposure to advanced AI-driven platforms and modern SaaS technologies
• Learning and development opportunities in technical support and digital commerce
• Opportunity to work in a global, cross-functional, high-growth environment
• Performance-driven culture with strong focus on career growth
• Health, wellness, and employee support programs (as applicable)