Technical Support Specialist

Overview

Technical Support Specialist (L2) providing expert, white-glove client support and acting as the bridge to L3.

What you'll do

• Respond rapidly to high-priority client issues while adhering to SLAs.
• Own the full lifecycle of complex incidents from acknowledgment to closure.
• Translate technical findings into clear, jargon-free client replies as the Tier 2 POC.
• Investigate system behavior using browser developer tools and log analysis.
• Troubleshoot API failures by analyzing API logs and webhook payloads.
• Manage escalation, keep Zendesk and JIRA synchronized, and document RCA/troubleshooting in Confluence.

What you'll need

• Sound technical background with RESTful APIs and JSON request/response debugging.
• Operational fluency in Zendesk and JIRA (or similar service management tools).
• Exceptional written and verbal English communication skills.
• A logical, investigative problem-solving mindset focused on root causes.
• Comfort with a fast-paced rotational shift environment under high-severity incidents.

Details

• Full-time onsite role based in Bengaluru (MG Road) office.
• Follows US collaboration hours (10:00 PM–7:00 AM IST).