Technical Support Engineer

Technical Support Engineer

• Function : Customer Success
• Job Location : Whitefield, Bangalore
• Reporting to : Manager- Global Support and Operations.
• Shift timings: US PST (8:00 PM - 5 AM IST)

About Us:

Zluri is a next-gen Identity Governance and Administration (IGA) platform that enables IT and security teams to discover identities and applications, streamline access management, and automate access reviews—all from a single, intuitive interface. With Zluri, organisations automate compliance readiness and ensure that the right people have the right access to the right applications at the right time, with minimal time and manual effort.

Role Summary:

We are seeking a Technical Support Engineer who enjoys working directly with customers to resolve a wide range of technical and product-related issues in a B2B SaaS environment.

This role combines hands-on technical troubleshooting with regular customer interaction. You will work across multiple areas of the Zluri platform — including integrations, workflows, configurations, and identity- and access-related use cases — helping customers successfully use both existing and newly introduced capabilities. You will also partner closely with Engineering, Product, and Customer Success teams to ensure customer issues are resolved effectively, and insights from the field are fed back into the product.

Key Responsibilities:

• Work directly with customers to understand issues, gather context, and guide them toward resolution
• Take end-to-end ownership of customer issues, including investigation, communication, escalation, and follow-through until resolution
• Troubleshoot problems across the Zluri platform, spanning integrations, APIs, workflows, configurations, and data flows
• Support customers in using and adopting new and evolving product capabilities, including identity and governance-related features
• Communicate clearly and proactively with customers throughout the support lifecycle, setting expectations and providing updates
• Collaborate with Engineering to debug complex issues and provide clear, actionable problem statements
• Translate customer pain points and recurring issues into meaningful inputs for Product and Engineering teams
• Engage with customers beyond tickets when deeper investigation or collaboration is required (e.g., calls, screen shares)
• Create and maintain documentation, troubleshooting guides, and internal runbooks to improve efficiency and customer self-service.

Qualification and Experience

• Education: Bachelor's / Master's degree in a related field

• Experience: 2–5 years of experience in a customer-facing Technical Support, Solutions Support, or similar role in a B2B SaaS company

Key Skills:

• Strong understanding of SaaS products, cloud-based systems, and integrations
• Experience troubleshooting APIs, data flows, and configuration-driven behaviour
• Practical familiarity with concepts such as users, permissions, roles, and access-related workflows
• Ability to explain technical issues clearly to customers with varying levels of technical expertise
• Strong ownership mindset, problem-solving skills, and customer-first attitude
• Experience working with ticketing and issue-tracking systems

Nice to Have:

• Exposure to IAM or IGA concepts
• Experience supporting enterprise or IT-focused SaaS products
• Familiarity with identity providers, SSO, or provisioning standards (e.g., SCIM, SAML, OAuth)
• Experience working closely with Customer Success or Account teams
• Basic scripting, querying, or automation experience

What Success Looks Like

• Customers feel heard, supported, and confident in the solutions provided
• Issues are owned and resolved efficiently with clear, consistent communication
• Complex customer problems are broken down and addressed systematically
• Strong trust is built with customers through reliable, high-quality support
• Product and Engineering teams benefit from clear feedback, customer insights, and well-documented issues
• You become a trusted problem solver across multiple areas of the Zluri platform

Empowering Diversity, Championing Inclusivity

Zluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, colour, religion, sex, gender identity, sexual orientation, national origin, genetic information, disability, age, or veteran status.