We are hiring a Technical Support Executive to manage first-line customer support for a highly technical B2B SaaS platform.
The role requires immediate responsiveness, structured troubleshooting, and clear communication with both customers and internal engineering teams.
This is an operationally critical role. Speed, clarity, and discipline are essential.
Key Responsibilities- Monitor all support channels (ticketing system, email, chat).
- Acknowledge customer queries within defined SLA.
- Classify issues by severity (P1/P2/P3).
- Provide clear, structured responses.
- Validate request IDs, timestamps, payload formats.
- Reproduce issues where possible.
- Identify whether the issue is configuration, misuse, or product defect.
- Escalate complex issues to engineering with complete context.
- Provide reproduction steps and relevant data.
- Track escalations until resolution.
- Communicate updates clearly to customers.
- Maintain accurate ticket notes.
- Update internal knowledge base and FAQs.
Required Skills- Basic understanding of REST APIs.
- Experience using tools such as Postman or similar.
- Ability to read logs and trace request IDs
- Proficiency in Technical Support and Troubleshooting to diagnose and resolve technical issues.
- Strong Customer Support and Customer Satisfaction focus, ensuring a positive user experience and addressing customer needs effectively.
- Excellent Analytical Skills to identify, prioritize, and resolve software or system-related challenges.
- Exceptional verbal and written communication skills to assist and guide users professionally.
- Ability to work collaboratively with cross-functional teams and manage high-pressure situations effectively.
- Bachelor's degree in Computer Science, Information Technology, or related field preferred and a 13 years in SaaS technical support.
- Experience supporting APIs or enterprise SaaS platforms preferred.
- Fintech / compliance product experience is a plus.
