Job Description

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Representative in India.

This role is part of a customer-focused technical support team responsible for resolving complex issues across cloud-based software products used by large public-sector and enterprise clients. You will act as a key point of contact for escalated technical cases, helping customers troubleshoot, understand, and resolve product-related challenges. The environment is fast-paced and collaborative, requiring strong analytical thinking and clear communication with both technical and non-technical stakeholders. You will work closely with engineering and product teams to diagnose issues, validate bugs, and ensure timely resolution aligned with service-level agreements. This position offers exposure to diverse technologies including web applications, databases, and system integrations. It is well suited for professionals who enjoy problem-solving, technical investigation, and delivering high-quality customer support experiences.

Accountabilities

• Handle escalated and high-priority technical support cases for enterprise and critical customers, ensuring timely resolution and SLA adherence.
• Work directly with customers to gather issue details, troubleshoot problems, and guide them toward effective solutions.
• Act as an escalation point and subject matter expert for assigned product areas, providing deep technical insight and support.
• Collaborate with Engineering and Product teams to investigate, validate, and document software defects and expected system behavior.
• Conduct structured troubleshooting sessions, providing clear written and verbal summaries of findings and resolutions.
• Maintain accurate case documentation in ticketing systems and ensure proper tracking of issue status and resolution progress.
• Participate in on-call rotations and contribute to continuous improvement of support processes and knowledge base content.

Requirements

• 1–2 years of experience in technical support for cloud-based, SaaS, or web-based applications.
• Strong troubleshooting and analytical skills with the ability to diagnose complex technical issues systematically.
• Excellent communication skills with the ability to simplify and explain technical concepts to diverse audiences.
• Hands-on experience with ticketing systems such as Salesforce, JIRA, or similar platforms.
• Solid understanding of web applications, software configurations, and basic system troubleshooting.
• Technical degree in Computer Science or equivalent practical experience preferred.
• Familiarity with databases, operating systems, or CI/CD tools is a plus but not mandatory.
• Ability to remain calm and effective in high-pressure, customer-facing situations.

Benefits

• Competitive compensation aligned with experience and skills
• Remote work flexibility within India
• Opportunity to work with global enterprise and public-sector customers
• Exposure to modern SaaS technologies and complex technical environments
• Career development opportunities within customer support and technical operations
• Inclusive and collaborative remote-first work culture

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best! Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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