Technical Support Engineer

We're hiring for one of our clients in Bangalore who is redefining the finance function with an AI-native order-to-cash platform handling everything from contract ingestion and usage metering to invoicing, revenue recognition, and collections. With $15M raised in Series A from Bessemer Venture Partners, and others.

They're building the founding support team and are looking for technically sharp problem-solvers who can operate confidently at the intersection of AI, finance, and product.

This isn't a conventional support role. You'll be working with finance, RevOps, and engineering teams at our customers helping them configure AI-driven billing workflows, debug integrations, and unlock the full power of a platform that sits at the core of their revenue stack.

Key Responsibilities

Technical Troubleshooting & Issue Resolution

• Diagnose and resolve issues across AI-powered contract ingestion, usage metering, webhook pipelines, invoicing, and ERP/CRM sync failures.
• Reproduce bugs, write structured bug reports, and partner with Engineering to drive resolution with clear SLAs.
• Read and interpret API payloads, logs, and event streams to identify root causes without hand-holding.

Product Guidance & Configuration Support

• Guide customers through onboarding, billing model configuration, and AI workflow setup helping them get to zero-touch finance faster.
• Help customers map complex pricing logic (subscriptions, usage-based, hybrid, prepaid) onto the data model.

Customer Communication

• Serve as the primary technical point of contact across chat, email, and calls for our US-based customer base.
• Communicate clearly with both technical stakeholders (engineers, data teams) and non-technical ones (finance, RevOps).
• Proactively flag at-risk accounts based on open issues or product usage signals.

Documentation & Feedback Loop

• Build and maintain troubleshooting runbooks, integration guides, and AI feature FAQs.
• Synthesise recurring issues into structured, data-backed product feedback for Engineering and Product.

Key Qualifications

• Comfortable with REST APIs able to read docs, construct requests, and debug responses.
• Familiarity with JSON, webhooks, and basic SQL or log querying.
• Experience with SaaS integrations involving ERP/CRM/payment tools (NetSuite, Salesforce, Stripe, HubSpot, or similar) is a strong plus.
• Ability to navigate an AI-powered product environment where behavior may vary by prompt, configuration, or data input.