Confidential (via Talento HR)
Bengaluru · Hybrid · Full-time · 2-4 years experience
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Role Title – Technical Support Reps
Shift: 8 am to 8 PM EST (5:30 PM to 5:30 AM INDIA) (Sunday & any other day off)
Reports To: Operations Manager
Role Responsibilities
• Receive, triage, and manage assigned technical support tickets through Zendesk for the products including APIs, EasyPay, FSM, Data Direct, and related platform services
• Monitor assigned ticket queues, prioritize inbound requests as directed by Support Queue owner, and ensure timely updates are provided to customers, internal stakeholders, and management
• Troubleshoot customer-reported issues using available documentation, API swagger documentation, product knowledge, system tools, logs, support history, and internal knowledge resources
• Perform initial investigation and root cause analysis to determine whether issues are customer-side, configuration-related, product-related, integration-related, or require escalation
• Communicate directly with customers via email and meetings to clarify issues, provide status updates, explain next steps, and guide them through resolution where applicable
• Advise customers and internal teams on product updates, known issues, configuration changes, process changes, and recommended troubleshooting steps
• Collaborate with Support, Professional Services, Customer Success, Product, Engineering, and Management teams to resolve complex or recurring issues
• Escalate defects, system errors, recurring failures, and product gaps tonEngineering or Product teams with clear documentation, supporting evidence, business impact, and reproduction steps
• Build, maintain, and improve internal knowledge articles, troubleshooting guides, support playbooks, and process documentation for the team members
• Identify trends and patterns across APIs, EasyPay, FSM, Data Direct, and other product support cases to help management understand recurring issues, customer impact, and potential process improvements
• Document issue details, customer communications, resolution steps, root cause, and escalation history clearly within Zendesk, Jira, Confluence, or other applicable systems
• Maintain SLA response and resolution targets while balancing multiple support cases across different product areas
• Recommend preventive actions, automation opportunities, documentation improvements, and operational changes to reduce repeat support incidents
Skill and Qualification Requirements
• English proficiency
• 2+ years of experience in a customer-facing technical support, SaaS support, application support, implementation support, or product support role
• Strong functional understanding of SaaS products, API documentation, technical troubleshooting workflows, customer support operations, and escalation management
• Experience using Zendesk or similar ticketing/support platforms to manage customer issues, ticket queues, SLAs, and support communications
• Ability to troubleshoot across diverse product areas including API CRUD operations, payment workflows, FSM activity, reporting/data delivery, user access, configuration, file processing, and system behaviour
• Strong written and verbal communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences
• Ability to conduct customer-facing meetings, gather requirements, explain findings, and drive issues toward resolution
• Strong documentation skills with the ability to create repeatable knowledge articles, troubleshooting guides, internal notes, and escalation summaries
• Analytical mindset with the ability to identify trends, patterns, repeat issues, and potential product or process gaps
• Ability to prioritize and manage multiple active support cases simultaneously across different product areas
• Collaborative mindset with the ability to work across Support, Professional Services, Customer Success, Product, Engineering, and Management teams
Tools and Systems Used
• EasyPay
• FSM
• Data Direct
• Zendesk
• Jira
• Confluence
• Slack
• Microsoft Teams
• Microsoft Office Suite
• SharePoint
• Excel
• Support monitoring tools
• Product documentation and internal knowledge bases