Customer Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Specialist based in India.

This is a technical, customer-facing role supporting enterprise B2B SaaS customers in a fast-paced environment.

You will act as a frontline technical expert, investigating complex customer issues and identifying their underlying causes.

The role combines hands-on troubleshooting, SQL-based investigation, ticket management, and clear client communication.

You’ll work closely with Engineering, Product, Customer Success, and Solutions Architecture teams to move issues from discovery through resolution.

Your ability to translate technical findings into simple, confident explanations will be essential to building customer trust.

You’ll also help identify recurring issues and patterns that can drive product improvements and operational efficiencies.

This opportunity is ideal for a detail-oriented technical support professional who enjoys solving problems and owning customer outcomes.

Accountabilities:

• Triage, prioritize, and investigate incoming technical support tickets, reproducing reported issues and documenting clear findings and steps to reproduce.
• Use SQL to query internal systems and databases, validate reported behavior, retrieve relevant information, and provide evidence for technical investigations and bug reports.
• Monitor Zendesk queues to maintain SLA compliance, prioritize critical issues, and identify patterns that may indicate broader or systemic problems.
• Work with Engineering and Product teams to trace bugs from initial customer report through resolution, testing and validating fixes before communicating outcomes to customers.
• Own client communication throughout the full ticket lifecycle, from initial acknowledgment and investigation through root-cause explanation and resolution confirmation.
• Translate technical issues, error messages, API responses, logs, and debugging findings into clear, accurate, and jargon-free customer communications.
• Set realistic expectations around timelines and scope while proactively providing customers with timely status updates.
• Create detailed internal escalations and bug reports that provide Engineering teams with the technical context required to investigate and resolve issues efficiently.
• Identify recurring customer pain points and communicate relevant trends to Support Leadership, Customer Success Managers, Product, and Engineering teams.
• Develop lightweight automations using scripting tools and AI-powered tools to improve support workflows and investigation efficiency.
• Collaborate closely with Customer Success Managers, Solutions Architects, and Engineers to resolve customer issues while maintaining strong ownership of the support experience.

Requirements:

• Be physically located in India for this position.
• Have 3+ years of experience in technical customer support or another client-facing technical role, preferably supporting enterprise customers within a B2B SaaS environment.
• Demonstrate hands-on proficiency with Zendesk and Jira, including queue management, ticket prioritization, technical bug reporting, and issue tracking through closure.
• Possess intermediate SQL skills, including the ability to write SELECT statements, filter and aggregate data, and join tables independently.
• Have experience building workflow automations using scripting tools such as Bash and AI tools or agents such as Claude or ChatGPT.
• Be comfortable investigating front-end issues involving HTML and JavaScript.
• Demonstrate strong written English communication skills, with the ability to produce clear, calm, accurate customer updates and technically useful internal escalations.
• Be proficient in reading and interpreting error messages, API responses, system logs, and other technical diagnostics.
• Have hands-on experience troubleshooting integrations with media and marketing platforms such as Adobe, Salesforce, Meta, or Google Campaign Manager.
• Familiarity with SSO configuration and setup is a plus.
• Be highly detail-oriented and organized, with the ability to manage multiple tickets simultaneously in a high-volume, fast-moving environment.
• Demonstrate strong analytical and problem-solving abilities and a willingness to investigate issues thoroughly rather than relying solely on predefined solutions.
• Be collaborative and comfortable working across Support, Customer Success, Solutions Architecture, Product, and Engineering teams.

Benefits:

• Full-time employment in a fully remote position.
• Work from India without the requirement to work from a physical office.
• Opportunity to support enterprise-level B2B SaaS customers and solve technically challenging issues.
• Hands-on exposure to SQL, APIs, logs, integrations, scripting, AI-powered tools, and modern SaaS technologies.
• Cross-functional collaboration with Engineering, Product, Customer Success, and Solutions Architecture teams.
• Opportunity to contribute directly to product improvements by identifying recurring customer issues and systemic problems.
• A role with significant ownership over customer technical issues from investigation through resolution.
• Opportunity to develop expertise in enterprise technology integrations and digital marketing platforms.