SAAS Technical Support Engineer

Technical Support Engineer SaaS & Platform Support:

Location: Banglore (WFO)

Rotational Shift

Rotational Week Off

Work From Office.

About the Role:

We are looking for a customer-focused and technically capable Technical Support Engineer to

join our support operations team. The ideal candidate will have experience supporting SaaS

platforms, troubleshooting technical issues, and working closely with customers, engineering,

and product teams to ensure timely resolution of incidents and service requests.

This role involves handling technical support for platform-related issues, integrations, APIs,

user access, and system functionality while maintaining a high standard of customer

experience.

Key Responsibilities:

Provide technical support to customers via ticketing systems, email, and remote

troubleshooting sessions.

Investigate, troubleshoot, and resolve application, platform, and integration-related

issues.

Support SaaS-based products and services, including user access, configuration,

functionality, and performance-related concerns.

Work with APIs, platform logs, and backend systems to identify root causes and

escalate complex issues when required.

Manage and prioritize support tickets while meeting SLA requirements.

Collaborate with Engineering, Product, and Customer Success teams to resolve

customer-impacting issues.

Document troubleshooting steps, resolutions, and knowledge base articles.

Monitor recurring issues and proactively identify trends or improvement

opportunities.

Provide clear and professional communication to customers throughout the support

lifecycle.

Required Skills & Experience:

2+ years of experience in Technical Support, Application Support, or SaaS Support

roles.

Strong troubleshooting and analytical skills.

Experience supporting SaaS platforms or cloud-based applications.

Understanding of APIs, integrations, web technologies, or platform-based

environments.

Familiarity with ticketing and customer support systems.

Strong verbal and written communication skills.

Ability to work in a fast-paced support environment and manage multiple priorities.

.1 year contract role

Preferred Qualifications:

Experience with API or platform support.

Experience using Zendesk or similar ticketing platforms.

Experience supporting enterprise customers.

Basic knowledge of JSON, REST APIs, Postman, or log analysis tools.

Experience working with cross-functional technical teams.

Nice to Have:

Exposure to streaming, media-tech, digital platforms, or subscription-based services.

Understanding of integrations, authentication flows, or platform connectivity issues.

Prior experience in global customer support operations.

What Success Looks Like:

Delivering high-quality technical support with strong customer satisfaction.

Resolving issues efficiently while maintaining SLA targets.

Improving support processes and contributing to knowledge management.

Acting as a reliable bridge between customers and internal technical teams.