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Job Title

International Technical Support Engineer (SaaS)

Job Summary

You will provide technical support for a cloud-based SaaS product to users/customers across multiple countries/time zones. Your primary goal is to ensure high availability, smooth user experience, fast resolution of issues, and maintaining strong customer satisfaction. You’ll work closely with product, development, and customer success teams to improve product quality and user experience.

Key Responsibilities

• Respond to and resolve technical issues reported by international customers via email, chat, phone, or ticketing system.
• Troubleshoot problems related to software, networking, API integrations, permissions/authentication, cloud infrastructure, performance issues, etc.
• Guide customers through onboarding, configuration, and usage of the SaaS product.
• Reproduce customer-issues in test or staging environments to isolate root-causes.
• Document issues clearly (logs, steps to replicate, environment details) and maintain a well-organized knowledge base / FAQ / help documentation.
• Escalate complex or urgent issues to engineering or senior teams when required.
• Monitor usage metrics, application performance, system health, and proactively identify potential issues.
• Collaborate with cross-functional teams (Product, QA, DevOps, Infrastructure) to share feedback from customers, suggest product improvements, and ensure quality.
• Ensure compliance with SLAs (response time, resolution time) and maintain customer satisfaction/performance metrics.
• May require working in shift rotations / out-of-hours support to cover global customers.
• Assist in validation/testing of new features / releases from a support perspective to catch potential edge cases.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Information Technology or related field (or equivalent experience).
• Proven experience (2-5+ years) in technical support or helpdesk roles for SaaS or cloud-based applications.
• Strong problem-solving skills, ability to dig into logs, trace issues back to root causes.
• Good knowledge of APIs, integrations, web technologies (e.g., HTTP, REST), authentication & authorization protocols (e.g. OAuth, SAML) is a plus.
• Familiarity with cloud infrastructure (AWS, Azure, GCP) or managed SaaS deployment environments.
• Comfortable using monitoring / logging tools and dashboards.
• Experience with ticketing systems (Zendesk, Freshdesk, Jira etc.) and remote support tools.
• Excellent verbal and written communication skills in English; additional language skills preferred if supporting non-English markets.
• Customer-oriented mindset: patience, clarity, empathy.

Preferred / Nice-to-Have

• Basic scripting or debugging skills (e.g. Python, Bash) to assist in automating tasks or analyzing issues.
• Experience with database queries (SQL or NoSQL) to investigate data layer issues.
• Exposure to performance monitoring / APM tools (New Relic, Datadog, etc.).
• Familiarity with cloud security, identity management, permissions.
• Prior experience supporting enterprise customers, or in B2B SaaS.
• Knowledge of ITIL or other support best practices.

Working Conditions

• Rotational shifts / flexible hours to cover international time zones.
• Remote work capability or hybrid/office based (depending on company).
• May need to coordinate across teams in different geographies.
• Occasional pressure from incident or outage response, requiring calmness under stress.

KPIs / Metrics

These are often used to measure performance in this role:

• First response time
• Resolution time
• First contact resolution rate
• Customer satisfaction (CSAT)
• Ticket backlog / open tickets
• Escalation frequency
• Number of repeat issues / recurring problems

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About Vidhai :

Vidhai Technologies has built business-process expertise, in addition to knowledge of SAP application outsourcing. At Vidhai Technologies, we have a dedicated team of SAP consultants and we provide high quality work that complies with international standards.

Responsibilities :

• Technical analysis, designing, reviews, testing an implementation of SAP ECC/EWM developments, ranging from small enhancements to large projects
• Ensure compliance to existing and development of required data and reporting standards
• Ability to write and validate the technical specification and able to create test Scripts
• Cross-functional knowledge of Finance, Sales, Marketing, Logistics and their use of data. Rich experience with SAP ABAP & SAP EWM ABAP.
• Will work closely with the Business solutions group, to complete on demand work requests, as well as being assigned for large scale SAP cross functional project Projects.
• Keep abreast of SAP releases, enhancements/new functionality and perform application research.
• The Job role involves all phases of the project - Requirement gathering, Estimation, Project Planning, Execution, Go-live and support.
• Ability to help resolve complex technical issues and independently manage critical/complex situations.
• Proven success designing and developing SAP solutions on the SAP ECC/ SAP EWM platform.
• Strong oral and written communication ability.

Required Qualifications :

• Bachelor’s Degree – Engineering or Computer Science
• 8+ years overall SAP experience with minimum 2 End to End Implementations and at least 2 Support Projects
• Should have worked on SAP EWM S/4 2021.
• Must be expert at testing and debugging procedures.
• Must be able to evaluate user requirements relative to current application functionality.
• Requires clear written and verbal communication in a technical context.
• Should have thorough knowledge on EWM PPF, EWM RF framework, ITS Mobile, CIF, Reports, Forms, OOPS ABAP, BAPI, Enhancements, BADI, ALE.
• Experience in ECC <-> EWM integration.
• Ability to develop new and enhance existing RF functions.
• Experience in Smartforms, Label Development and EWM enhancements.
• Able to work with Functional and Technical Teams
• Proven ability Delivering complex and time sensitive projects
• Experience working on a team operating under an Agile Scrum delivery methodology
• Excellent analytical skills and the ability to provide alternative solutions to technical problems

• To analyze content marketing metrics and come up with suggestions/solutions make changes as needed that result in the overall growth of the team and content performance
• Regularly audit the content published on various platforms to maintain the content quality standards as per expectations
• To prepare and own content calendar for the content marketing team
• To create content marketing campaigns to drive leads and subscribers; Use SEO best practices to generate traffic to our site to search industry-related topics (combining online sources, interviews, and studies)
• To regularly produce various content types, including email, social media posts, newsletters, videos, blogs, and white papers
• To write clear marketing copy to promote our products/services
• To prepare well-structured drafts using Content Management Systems
• To proofread and edit blog posts before publication
• To coordinate with marketing and design teams to illustrate articles
• To conduct extensive keyword research and use SEO guidelines to scale web traffic
• To ensure all-around consistency (style, fonts, images, and tone)
• To actively manage and promote the company’s blog, and pitch articles to relevant third-party platforms
• To review & edit content produced by other members of the team and collaborate with other departments to create innovative content ideas

Primary Responsibilities 

· Excellent hands-on working experience of C#, .NET Core, Web API, MVC, SQL and Entity Framework.  

· Good Knowledge in Angular, Razor and Frontend technologies. 

· Strong understanding of Design Patterns, OOPs concepts, Design Principles. 

·Strong experience in writing Unit and Integration Tests. 

·Strong experience in Microservices,

Containerization (Docker) and Kubernetes, Azure

Storage, Cosmos DB, Service Bus, Event Hubs. Web App. 

· Strong experience in development of Web, Mobile andCloud based application. 

·Experience in CI/CD, and version control (Git/SVN/DevOps).  

·Strong experience in leading team (s) and project though out the development lifecycle. 

· Strong experience in driving client/team discussion, resolve team issues and handle escalations.  

· Good experience with any cloud-based application development experience using Azure/AWS/GCP. 

· Strong experience in transforming business tasks into technical requirements and effort estimations. 

· Expertise in data structures, distributed computing, manipulating, and integrating complex high-volume data from variety of internal and external sources in application. 

· Excellent communication and presentation skills. 

· Good analytical skills  

Additional Responsibilities. 

·  Experience with any No SQL database. 

·  Work with modern framework and design patterns. 

·  Experience supporting US clients/working with US Teams is a huge plus. 

·Should be willing to travel abroad based on customer requirements. 

·Troubleshooting and performance optimization of application and database. Knowledge in WinDbg, PerfMon and SQL Profiler is required. 

· Participate in architectural and design discussion. 

· Ability to mentor junior members in team.

Responsibilities :

1. Set up marketing email automation.
2. Deploy emails and email templates and analyze results.
3. Set up marketing landing pages, product carts, and coupons.
4. Analyze revenue from marketing campaigns and produce reports, including updates on the progress towards goals for new subscribers and renewal marketing and recommendations for improvements.
5. Assist with maintaining, updating, and ensuring the accuracy of our marketing database and lists.
6. Maintain and manage lead gen efforts.
7. Collaborate with other team members and departments on marketing projects and opportunities.
8. Write and edit marketing copy, messages, and campaigns.
9. Set up print marketing materials.
10. All other responsibilities as assigned.

Requirements :

1. An associate degree or higher, preferably in marketing or a related field
2. Excellent written and verbal communication skills
3. Excellent ability to write and edit marketing copy
4. Experience with email marketing
5. Knowledge of basic HTML
6. Ability to work in a fast-paced environment

• Gather and evaluate user requirements in collaboration with product managers.
• Translate concepts into user flows, wireframes, mock-ups, and prototypes that lead to intuitive user experiences.
• Adhering to style standards on typography and graphic design.
• Possess excellent communication, presentation, collaboration, and interpersonal skills
• Create user-centered designs by understanding business requirements, the voice of the customer, user journeys, customer feedback, and usability findings
• Ability to work with clients to understand detailed requirements and design complete user experiences that meet client needs and vision.
• Identifying key user groups and creating representative personas of their behaviors and demographics.
• Conduct testing of applications, and websites to Assess user experience
• Your code should be browser independent and compatible with all screen resolutions (Responsive Design Coding)
• Your code should perform well on both the screen sizes of both web and mobile both.
• You are responsible for keeping yourself updated with the latest UI/UX trends and technologies.
• Must be able to see opportunities for improvement, take ownership and closely work with the development team to drive product improvement

• UX design experience in creating and implementing UI design
• Must have 2-3 years of experience and be well versed with Figma
• Expertise in standard UX software tools such as Adobe XD, Sketch, Invision, Figma, Balsamiq, or any other UI/UX latest tool
• Strong command on technologies Adobe Photoshop, HTML/ XHTML/ HTML5, CSS/CSS3 , JavaScript, JQuery, AngularJS
• CSS Frameworks Bootstrap3x/4x, Foundation (For Responsive Development), 960 Grid System
• A portfolio of professional UI/UX design work for both web and mobile platforms.
• 2 years of experience with web and mobile designing

• We make sure you are growing professionally with quarterly goals and appraisals.
• Health is wealth, so we provide health insurance
• Stand on Top - Employee professional development program
• Welcoming a new member in the family is a great please so we provide maternity and paternity leave

And much more...

1. Generate qualified opportunities for the company by rigorously prospecting and researching in the given region/ market/ industry. Information about MEDDIC is a plus
2. Being the face of CM.com’s and introducing the company and the product to the prospects so as to generate funnel.
3. Write creative communication (emails/ Inmails) to grab  the attention of prospects.
4. Ideate and innovate methods to improve SDR metrics

About Saras Analytics 

We are a passionate group of engineers, analysts, data scientists, and domain experts building products and offering services to accelerate the adoption of data as a strategic asset. 

Our Products 

http://sarasanalytics.com/daton">Daton is our ETL platform for analysts and developers. Daton replicates data from SaaS platforms such as Google Analytics, Salesforce, Amazon, and Facebook Ads to cloud data warehouses like Amazon Redshift, Google BigQuery, and Snowflake. Daton consolidates data from a variety of data sources into a data warehouse within minutes and allows analysts to focus on generating insights rather than worrying about building and maintaining a data pipeline.  

Visit https://sarasanalytics.com/">https://sarasanalytics.com/ 

Job Summary: 

• This is a customer centric role which involves understanding the product, answering customer queries, troubleshooting customer problems, provide product usage trainings, and improve the overall product support process    
• This role demands hands-on knowledge on software development, and databases   
• You will liaise between customers and product managers and help in converting the software problems into product requirements and fixes 
• You will collaborate with internal teams for the design and development of key modules  
• You will interact with customers to provide technical support and guidance for users 

• Troubleshoot and debug problems and create SPRs and CRs 
• You will collaborate with other engineers, product managers and testing team to deliver fixes in a timely manner 

Eligibility: 

• Excellent verbal and written communication 
• 4+ years of experience in helpdesk or L1 support 

• Strong in SQL with 2+ years of hands-on experience in SQL and RDBMS. Any experience in NoSQL databases is a plus. 
• Excellent analytical and trouble shooting skills with 1+ years of hands-on experience in troubleshooting software problems and providing technical support to users 
• Hands on experience in setting up or using web analytics and performance monitoring tools 
• Basic understanding of Web technologies including Java and Angular 
• Proficient in using support and helpdesk tools  

• Knowledge on cloud infrastructure is a plus 

• Excellent verbal and written communication 
• 4+ years of experience in helpdesk or L1 support 

• Strong in SQL with 2+ years of hands-on experience in SQL and RDBMS. Any experience in NoSQL databases is a plus. 
• Excellent analytical and trouble shooting skills with 1+ years of hands-on experience in troubleshooting software problems and providing technical support to users 
• Hands on experience in setting up or using web analytics and performance monitoring tools 
• Basic understanding of Web technologies including Java and Angular 
• Proficient in using support and helpdesk tools  

• Knowledge on cloud infrastructure is a plus