Technical Support Engineer (SaaS) | Hybrid (1x-2x a month RTO) | Night Shift
Build Your Career Supporting Global SaaS Technology
Do you enjoy solving technical problems and helping customers succeed?
We're looking for a Technical Support Engineer to join our growing global support team. In this role, you'll become the trusted technical advisor for customers using our SaaS platform, helping them troubleshoot issues, understand product functionality, and deliver an exceptional customer experience.
You'll work alongside Product, Engineering, and Customer Success teams while gaining exposure to enterprise software, cloud technologies, and modern customer support practices.
If you're passionate about technology, customer service, and continuous learning, we'd love to meet you.
Why Join Us?
✔ Hybrid work setup (only 1-2 onsite days each month)
✔ Competitive salary package
✔ Work with global enterprise customers
✔ Exposure to modern SaaS technologies
✔ Career development and continuous learning opportunities
✔ Collaborative and supportive team culture
✔ Opportunity to work closely with Product and Engineering teams
What You'll Do
Deliver Outstanding Customer Support- Become the first point of contact for customers through email, phone, chat, and ticketing channels.
- Deliver timely, professional, and accurate technical support.
- Resolve customer issues while ensuring a positive customer experience.
- Guide customers on platform functionality and product best practices to improve adoption.
- Investigate and troubleshoot application-related issues.
- Diagnose problems involving JavaScript, HTML, XML, and web technologies.
- Reproduce customer-reported issues and identify root causes.
- Escalate complex technical cases to Engineering with complete documentation and business impact.
- Work closely with Product, Engineering, and Customer Success teams to resolve customer issues.
- Partner with on-call engineers during technical investigations.
- Identify temporary workarounds while permanent fixes are being developed.
- Create and maintain knowledge base articles following Knowledge-Centered Service (KCS) best practices.
- Share technical knowledge with teammates.
- Contribute to continuous improvement initiatives that enhance customer experience.
- Follow company quality standards and information security policies.
- Protect confidential customer information.
- Support audit and compliance activities.
- Report security incidents or operational risks when identified.
Required Technical Skills
We're specifically looking for candidates with hands-on experience in:
- SaaS (Software-as-a-Service) application troubleshooting
- JavaScript
- HTML
- XML
- Ticketing or Case Management systems
- Customer-facing technical support
Nice to Have
Experience with any of the following will be an advantage:
- Salesforce Service Cloud
- Knowledge-Centered Service (KCS)
- CRM or Customer Experience platforms
- Enterprise SaaS applications
- API troubleshooting
- Cloud-based software support
Ideal Background
This opportunity is a great fit if you've worked as a:
- Technical Support Engineer
- Application Support Engineer
- SaaS Support Engineer
- Software Support Engineer
- Product Support Engineer
- Technical Support Specialist
- Customer Support Engineer
What Success Looks Like
In this role, you'll be successful if you can:
- Deliver exceptional customer experiences.
- Resolve technical issues efficiently.
- Collaborate effectively with Engineering teams.
- Maintain high-quality documentation.
- Continuously improve product knowledge and technical expertise.
- Thrive in a fast-paced global support environment.