Company: Awako.ai
Location: Bangalore, India
Shift: North America (PST Pacific Standard Time)
Experience: 12 Years in SaaS Product Support
About Awako.ai
Awako.ai is a fast-growing logistics technology startup providing an AI-powered Transportation Management System (TMS). Our platform integrates ELD, Dash Cams, and Telematics into a unified dashboard, helping fleet owners and carriers optimize their operations. We are looking for a tech-savvy, night-owl support professional to join our Bangalore team and support our North American customer base.
The Role
As a Product Technical Support Engineer, you will be the primary bridge between our North American customers and our product team. You will handle technical inquiries during PST business hours, ensuring our users receive seamless, real-time assistance. This role requires a balance of technical curiosity and high-level empathy.
Key Responsibilities
- PST Support Coverage: Provide dedicated support during North American business hours (Night shift in IST) via email, chat, and video calls.
- Technical Troubleshooting: Diagnose and resolve L1/L2 technical issues related to the Awako.ai platform, including dashboard performance and data synchronization.
- Customer Advocacy: Manage user inquiries through HubSpot, ensuring all tickets are tracked, updated, and resolved within SLA.
- Bug Reporting & Escalation: Reproduce reported issues in a staging environment and document them clearly for the Engineering team using Jira or similar tools.
- Platform Mastery: Become an expert on our TMS and AI modules to provide proactive guidance to fleet managers and carriers.
- Documentation: Contribute to our internal and external Knowledge Base, creating how-to guides and FAQs based on common North American user queries.
Required Skills & Qualifications
Experience: 12 years of experience in a technical support or product support role within a
B2B SaaS environment.
Tools: Hands-on experience using
HubSpot for ticket management and customer communication.
Tech Stack: * Basic understanding of
APIs and ability to use tools like
Postman for testing.
Comfortable using browser developer tools (Network/Console tabs) for debugging web application issues.
Communication: Exceptional verbal and written English communication skills. Since you will be supporting North American clients, a clear and professional communication style is a must.
Shift Flexibility: Ability to work consistent night shifts to align with
Pacific Standard Time (PST).
Problem-Solving: A logical approach to troubleshooting with the ability to prioritize urgent issues in a fast-paced environment.
Bonus Points If You Have:
- Experience in the Logistics, Supply Chain, or Fleet Management industry.
- Previous experience working in a dedicated North American/International support shift.
Why Join Us
- Opportunity to be part of an AI-driven startup disrupting the logistics space.
- A flat-hierarchy culture where your contributions directly influence product updates.
- Competitive shift allowance and growth opportunities within the company.
