Technical Support Engineer

Responsibilities:

• Diagnose and resolve technical issues across AI contract ingestion, usage metering, webhook pipelines, invoicing, and ERP/CRM sync failures.
• Guide customers through onboarding, billing model configuration, and AI workflow setup.
• Serve as the primary technical point of contact for US-based customers across chat, email, and calls.
• Build and maintain troubleshooting runbooks, integration guides, and AI feature FAQs.
• Synthesize recurring issues into structured product feedback for engineering and product.

Requirements:

• Comfortable with REST APIs, able to read docs, construct requests, and debug responses.
• Familiarity with JSON, webhooks, and basic SQL or log querying.
• Structured, first-principles debugging isolates variables and systematically reproduces issues.
• Exceptional written English, technically precise and customer-friendly in the same message.
• High ownership sees issues from first contact to confirmed resolution, with no drop-offs.
• Comfortable working 4 PM - 4:30 AM IST (US time zone support hours are non-negotiable).
• B2B SaaS background required: SaaS support, implementation, or solutions engineering only.

Strong Plus:

• Experience with SaaS integrations involving ERP/CRM/payment tools like NetSuite, Salesforce, Stripe, HubSpot, or similar.
• Understanding of order-to-cash concepts: billing, invoicing, revenue recognition (ASC 606/IFRS 15), collections, and dunning.
• Prior experience in a technical support, solutions engineering, or implementation role at a SaaS company.
• Familiarity with support/ticketing tooling: Intercom, Linear, Jira, or similar.
• Exposure to AI-native SaaS products, fintech, or billing infrastructure.
• Curiosity about how LLMs and AI agents are being applied in finance and RevOps workflows.