Technical Support Analyst

About the company

• Position listed on behalf of a partner company that manages all applications and next steps.

Responsibilities

• Act as a first- or second-line technical contact for customers via chat, email, and ticketing systems, owning issues through resolution.
• Troubleshoot product functionality, configuration, data, integration, and application issues in a SaaS environment.
• Analyze system and application logs, run SQL queries, test APIs, and investigate technical defects or integration gaps.
• Support system configuration and administrative activities, including API troubleshooting, integrations, and application performance monitoring.
• Work with Product, Engineering, DevOps, and QA teams to escalate complex issues with clear documentation, reproducible steps, and impact assessments.
• Partner with QA teams to identify opportunities for test and support-process automation.
• Communicate proactively with customers throughout incidents and provide clear, timely updates.
• Contribute to post-incident reviews and root-cause analysis.
• Create and maintain knowledge-base articles, troubleshooting guides, and internal documentation.
• Identify recurring issues, patterns, and opportunities to improve systems and processes.

Requirements

• 4–7 years of experience in technical support, application support, or another customer-facing technical role.
• Experience supporting complex SaaS products, configurations, and integrations; B2B SaaS experience is a strong advantage.
• Hands-on experience with ticketing platforms such as Jira or similar tools.
• Strong SQL skills for data analysis, investigation, and troubleshooting.
• Experience with API testing and troubleshooting tools such as Postman.
• Basic scripting knowledge, such as Bash.
• Strong ability to read application and system logs and diagnose technical issues.
• Solid understanding of APIs, application configurations, integrations, and SaaS architectures.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong ownership mindset and proactive approach.
• Ability to collaborate effectively with cross-functional teams.

Conditions

• Fully remote position based in India.
• Opportunity to work on complex B2B SaaS products.
• Collaborative environment with close interaction across Product, Engineering, DevOps, and QA teams.
• Exposure to SQL, APIs, application monitoring, integrations, scripting, and technical troubleshooting.
• Opportunities to contribute to automation and continuous improvement initiatives.
• Inclusive and collaborative work culture.
• Equal-opportunity employment environment.