Technical Support Analyst

Overview

Provide technical support to enterprise customers using AI-powered SaaS products, independently resolving complex issues and coordinating with technical teams.

What you'll do

• Own technical support interactions through email, chat, phone, and ticketing systems.
• Investigate and resolve escalated technical problems through root-cause analysis.
• Use monitoring tools, logs, telemetry, and data to troubleshoot product behavior.
• Coordinate with Engineering, Product, Machine Learning, Implementation, and Customer Success teams.
• Identify recurring issues and improve support processes, documentation, and workflows.
• Participate in release testing and document findings and risks.
• Mentor team members and share technical knowledge through training and documentation.

What you'll need

• Experience supporting B2B enterprise SaaS customers in a technical or application support role.
• Ability to troubleshoot complex and escalated technical issues independently.
• Experience with observability tools such as Datadog, Sentry, Firebase Crashlytics, or Databricks.
• Working knowledge of SQL for data analysis and troubleshooting.
• Experience with support platforms such as Zendesk, Jira, ServiceNow, or Salesforce.
• Bachelor's or master's degree in a relevant technical discipline.
• Availability for a 24/7 rotating schedule, including weekends and holidays.

Nice to have

• Familiarity with Python.
• Knowledge of utility, safety, or damage prevention industries.

Details

• Hybrid work model with 1–3 days per week in the office.
• Location: Bangalore, India.