Job Posting Description
As a Technical Support agent, you will work as part of our Customer Support team to
solve complex customer issues by combining technical troubleshooting with a strong
understanding of customer context and impact. You’ll build technical capability over
time while developing the judgment needed to deliver high-quality, customer-focused
support.
Work Location: Skytech, Hyderabad
Work Schedule:
This role supports internal customers, partners, and stakeholders who primarily operate
during U.S. business hours.
• Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM to
5:00 PM Eastern Time (ET), including participation in meetings, consultations,
and other business-critical activities during that time.
• Limited holiday coverage may be required based on business needs.
What You’ll Do
Case Ownership and Technical Troubleshooting
• Investigate and resolve complex customer issues, understanding both the
customer experience and the underlying technical cause
• Troubleshoot using tools such as browser developer tools, API clients (e.g.,
Postman), and log analysis
• Apply knowledge of authentication concepts such as SSO and MFA during
diagnosis
• Build working knowledge of product behavior, integrations, and common failure
patterns
• Develop a strong foundation in troubleshooting across web applications and
integrated systems over time
• Own cases end to end, ensuring clear, structured documentation of investigation
steps, findings, and outcomes
• Escalate issues with concise, well-structured summaries that enable faster
resolution by senior team members
• Identify recurring issues, trends, and patterns to improve support efficiency and
product outcomes
Knowledge Application and Continuous Learning
• Create and maintain knowledgebase articles based on real customer issues and
case patterns
• Apply Knowledge-Centered Service (KCS) practices as part of daily work
• Continuously build technical capability through hands-on troubleshooting and
feedback
• Strengthen analytical thinking to connect issues across technical and functional
areas as knowledge develops
• Stay current on product updates, new features, and evolving customer needs
Deliver Customer Support Across Channels
• Provide support across phone, chat, and ticketing channels, adapting your
approach to each
• Guide customers through solutions clearly and confidently, including live
troubleshooting scenarios
• Manage multiple chat conversations while maintaining accuracy, quality, and
composure
• Provide timely, meaningful updates with a clear path to resolution for every case
• Prioritize work based on customer impact and urgency, balancing speed with
quality of resolution
Work in a Global Support Model
• Align to US business hours to support North American customers
• Operate within a follow-the-sun model across North America, UK, India, and
Australia
• Maintain reliability and consistency in coverage, including select holidays based
on business needs
• Participate in after-hours support rotations as required by product, region, or
team size
Use Tools, AI, and Resources Effectively
• Leverage internal tools, automation, and AI-enabled resources to improve
efficiency and response times
• Apply sound judgment when using AI and tools to ensure accuracy, relevance,
and a strong customer experience
• Use these tools to support problem-solving and learning, not replace critical
thinking
• Manage workload effectively while maintaining quality, accountability, and
responsiveness
What You’ll Bring
Experience
• 2–3 years in B2B SaaS or enterprise technical support (not high-volume
transactional or retail support)
• Proven experience troubleshooting complex issues beyond scripted resolutions,
including root cause investigation
• Required experience supporting customers across phone, chat, and ticketing
channels in a professional environment
• Experience working directly with customers to diagnose issues (not solely
internal IT or infrastructure…