Technical Support Analyst – SaaS

Accountabilities Act as a first- or second-line technical contact for customers through chat, email, and ticketing systems, taking ownership of issues through resolution.

Troubleshoot product functionality, configuration, data, integration, and application issues in a SaaS environment.

Analyze system and application logs, run SQL queries, test APIs, and investigate technical defects or integration gaps.

Support system configuration and administrative activities, including API troubleshooting, integrations, and application performance monitoring.

Work with Product, Engineering, DevOps, and QA teams to escalate complex issues with clear documentation, reproducible steps, and impact assessments.

Partner with QA teams to identify opportunities for test and support-process automation.

Communicate proactively with customers throughout incidents and provide clear, timely updates on progress and resolution.

Contribute to post-incident reviews and root-cause analysis, helping identify and implement long-term corrective actions.

Create and maintain knowledge-base articles, troubleshooting guides, and internal documentation to improve support efficiency and customer self-service.

Identify recurring issues, patterns, and opportunities to improve systems, processes, and the overall customer experience.

Requirements

4–7 years of experience in technical support, application support, or another customer-facing technical role.

Experience supporting complex SaaS products, configurations, and integrations; experience in a B2B SaaS environment is a strong advantage.

Hands-on experience with ticketing platforms such as Jira or similar tools.

Strong SQL skills for data analysis, investigation, and troubleshooting of application or customer issues.

Experience with API testing and troubleshooting tools such as Postman .

Basic scripting knowledge, such as Bash , and the ability to use scripts to support troubleshooting and operational tasks.

Strong ability to read application and system logs and diagnose technical issues.

Solid understanding of APIs, application configurations, integrations, and SaaS architectures.

Strong analytical and problem-solving skills, with the ability to identify patterns, determine root causes, and recommend scalable solutions.

Excellent written and verbal communication skills, including the ability to explain technical concepts clearly to both technical and non-technical stakeholders.

Strong ownership mindset, proactive approach, and willingness to go beyond ticket resolution to improve systems and processes.

Ability to collaborate effectively with cross-functional teams while managing customer issues independently.

Benefits

Fully remote position based in India.

Opportunity to work on complex B2B SaaS products and technically challenging customer issues.

Collaborative environment with close interaction across Product, Engineering, DevOps, and QA teams.

Opportunity to influence product reliability, customer experience, documentation, and support processes.

Exposure to SQL, APIs, application monitoring, integrations, scripting, and technical troubleshooting.

Opportunities to contribute to automation and continuous improvement initiatives.

Inclusive and collaborative work culture that values diverse perspectives and professional growth.

Equal-opportunity employment environment with a strong emphasis on respect, inclusion, and empowerment.

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? 

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