Customer Solutions Associate

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

If you like, I can generate a job description version specific for companies in India, with salary estimates, or for senior / junior levels. Do you want me to prepare that?

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Key Responsibilities:

• Handle escalated voice calls transferred by L1 agents or supervisors.
• Provide expert-level support for complex issues and ensure timely resolution.
• Maintain ownership of tickets through resolution, keeping customers informed throughout the process.
• Coordinate with internal teams (Product, Engineering, QA, etc.) to resolve technical issues.
• Identify patterns in escalations and suggest process/product improvements.
• Document solutions, create knowledge base articles, and provide feedback to the L1 team to reduce future escalations.
• Meet or exceed defined KPIs such as First Call Resolution (FCR), CSAT, and Average Handling Time (AHT).
• Ensure adherence to SLAs and internal escalation protocols.
• Act as a mentor and point of contact for L1 agents when guidance is needed.

Requirements:

• 2–4 years of experience in customer support, with at least 1 year in L2 or escalations (voice process).
• Strong verbal communication skills with fluency in [English/Other relevant language].
• Experience with CRM and ticketing tools (e.g., Zendesk, Freshdesk, Salesforce).
• Ability to handle high-pressure situations and demanding customers with empathy and professionalism.
• Technical troubleshooting experience preferred (based on industry – SaaS, Telecom, FinTech, etc.).
• Willingness to work in rotational shifts or weekends, if required.
• Bachelor's degree or equivalent preferred.

We are hiring BDM/BDEs with 1- 6 years of experience in IT service-based sales. Must have strong English skills, lead generation experience, and a proven track record in domestic/international client handling in IT Services.

We are looking for a talented Node.js + MySQL developer to join our dynamic team. As a Node.js + MySQL developer, you will be responsible for designing, implementing, and maintaining scalable and efficient serverless applications, primarily using Node.js and MySQL.

Responsibilities For Node Developer:

1. Develop server-side applications using Node.js, Express.js, DynamoDB ,SQL and MySQL.

2. Design and implement RESTful APIs for various client applications.

3. Optimize application performance by implementing efficient database queries and caching mechanisms.

4. Collaborate with front-end developers to integrate user-facing elements with server-side logic.

5. Implement security and data protection measures.

6. Conduct code reviews and ensure code quality and adherence to coding standards.

7. Troubleshoot and debug issues that arise during development, testing, and production.

8. Stay updated on emerging technologies and trends in server-side development.

9. Stay updated on serverless architecture.

10.  Should have experience on serverless architecture.

11. Should have experience on AWS – lambda, eventbridge, layers, sqs, sns, api gateway, amplifier, cloud formation, websocket etc.

Unstop (Formerly Dare2Compete) is looking for Frontend and Full Stack Developers. Developer responsibilities include building our application from concept to completion from the bottom up, fashioning everything from the home page to site layout and function.

Requirements:-

• Write well-designed, testable, efficient code by using the best software development practices
• Integrate data from various back-end services and databases 
• Gather and refine specifications and requirements based on technical needs
• Be responsible for maintaining, expanding, and scaling our products
• Stay plugged into emerging technologies/industry trends and apply them into operations and activities
• End-to-end management and coding of all our products and services
• To make products modular, flexible, scalable and robust

Tech Skill:-

• Angular 10 or later
• PHP Laravel
• NodeJS
• MYSQL 8
• NoSQL DB
• Amazon AWS services – EC2, WAF, EBS, SNS, SES, Lambda, Fargate, etc.
• The whole ecosystem of AWS

Qualifications:-

• Freshers and Candidates with a maximum of 10 years of experience in the technologies that we work with
• Proven working experience in programming – Full Stack
• Top-notch programming and analytical skills
• Must know and have experience in AngularJS 2 onwards
• A solid understanding of how web applications work including security, session management, and best development practices
• Adequate knowledge of relational database systems, Object-Oriented Programming and web application development
• Ability to work and thrive in a fast-paced environment, learn rapidly and master diverse web technologies and techniques
• B.Tech in Computer Science or a related field or equivalent

About Digichefs

We’ve been reinventing the meaning of digital marketing or rather, advertising in a digital era since 2015. With over 5 years of cumulative marketing experience at the heart of the organization, we enable our clients to grow and meet their business objectives. Our sweet combination of technology, creative communication, and a thought-through execution strategy bolster the marketing vertical in your business center, so that you may focus on the next important item on your list. Let us help you build a recipe for success.

Know more about us:

Check our website http://www.digichefs.com/">www.digichefs.com   

Watch our journey so far  http://digichefs.in/emailer/digichefs/">Play Showreel - A 180 sec. Sneak Peek 

Why Join Digichefs

We are a boutique Digital Marketing Company focused on performance led to creative campaigns. 

A tight team of 40 makes us an ideal fit for any brand looking for a partner who can support their marketing setup or accelerate them in their growth stage. 

With efficient internal processes & subject expertise in digital, we forge as your extended marketing partner.

Direct access to the founders & the core team, flexibility & agility when situations demand so, clean reporting and transparency at every stage, while completely maintaining the security of your confidential data, are some reasons why our clients love us!

We were featured by:

Digital Agency Network - https://digitalagencynetwork.com/agencies/mumbai/">https://digitalagencynetwork.com/agencies/mumbai/

Learning Catalyst -  https://learningcatalyst.in/top-10-digital-marketing-agencies-mumbai/">https://learningcatalyst.in/top-10-digital-marketing-agencies-mumbai/

Social Somasa - https://www.socialsamosa.com/2020/03/agency-feature-digichefs/">https://www.socialsamosa.com/2020/03/agency-feature-digichefs/

Yara Book https://yarabook.com/read-blog/82135_the-best-social-media-marketing-agency-in-mumbai-digichefs.html">https://yarabook.com/read-blog/82135_the-best-social-media-marketing-agency-in-mumbai-digichefs.html

Job Responsibilities.

• Perform keyword research in coordination with client business objectives 
• Optimize keywords in existing content and uncover new opportunities for addition of keywords
• Provide recommendations and execute strategies for content development in coordination with SEO goals – general and keyword specific 
• Keep pace with SEO, search engine, social media and internet marketing industry trends and developments
• Client interactions and monthly meetings to discuss SEO strategies
• Provide SEO analysis and recommendations in coordination with elements and structure of websites and web pages 
• Implement link building campaigns in coordination with client SEO goals
• Monitor and administer Google Analytics dashboards and point out key areas of importance in accordance of client goals
• Communication to team and management on project development, timelines, and results
• Work closely with the other team members to meet client goals

Requirements:

• Bachelor’s degree
• Significant Microsoft Excel experience preferred
• Basic knowledge of HTML preferred
• Good communication skills - written and spoken

About us

Classplus is India's largest B2B ed-tech start-up, enabling 1 Lac+ educators and content creators to create their digital identity with their own branded apps. Starting in 2018, we have grown more than 10x in the last year, into India's fastest-growing video learning platform.

Over the years, marquee investors like Tiger Global, Surge, GSV Ventures, Blume, Falcon, Capital, RTP Global, and Chimera Ventures have supported our vision. Thanks to our awesome and dedicated team, we achieved a major milestone in March this year when we secured a “Series-D” funding.

Now as we go global, we are super excited to have new folks on board who can take the rocketship higher🚀. Do you think you have what it takes to help us achieve this? Find Out Below!

What will you do?

· Define the overall process, which includes building a team for DevOps activities and ensuring that infrastructure changes are reviewed from an architecture and security perspective

· Create standardized tooling and templates for development teams to create CI/CD pipelines

· Ensure infrastructure is created and maintained using terraform

· Work with various stakeholders to design and implement infrastructure changes to support new feature sets in various product lines.

· Maintain transparency and clear visibility of costs associated with various product verticals, environments and work with stakeholders to plan for optimization and implementation

· Spearhead continuous experimenting and innovating initiatives to optimize the infrastructure in terms of uptime, availability, latency and costs

You should apply, if you

1. Are a seasoned Veteran: Have managed infrastructure at scale running web apps, microservices, and data pipelines using tools and languages like JavaScript(NodeJS), Go, Python, Java, Erlang, Elixir, C++ or Ruby (experience in any one of them is enough)

2. Are a Mr. Perfectionist: You have a strong bias for automation and taking the time to think about the right way to solve a problem versus quick fixes or band-aids.

3. Bring your A-Game: Have hands-on experience and ability to design/implement infrastructure with GCP services like Compute, Database, Storage, Load Balancers, API Gateway, Service Mesh, Firewalls, Message Brokers, Monitoring, Logging and experience in setting up backups, patching and DR planning

4. Are up with the times: Have expertise in one or more cloud platforms (Amazon WebServices or Google Cloud Platform or Microsoft Azure), and have experience in creating and managing infrastructure completely through Terraform kind of tool

5. Have it all on your fingertips: Have experience building CI/CD pipeline using Jenkins, Docker for applications majorly running on Kubernetes. Hands-on experience in managing and troubleshooting applications running on K8s

6. Have nailed the data storage game: Good knowledge of Relational and NoSQL databases (MySQL,Mongo, BigQuery, Cassandra…)

7. Bring that extra zing: Have the ability to program/script is and strong fundamentals in Linux and Networking.

8. Know your toys: Have a good understanding of Microservices architecture, Big Data technologies and experience with highly available distributed systems, scaling data store technologies, and creating multi-tenant and self hosted environments, that’s a plus

Being Part of the Clan

At Classplus, you’re not an “employee” but a part of our “Clan”. So, you can forget about being bound by the clock as long as you’re crushing it workwise😎. Add to that some passionate people working with and around you, and what you get is the perfect work vibe you’ve been looking for!

It doesn’t matter how long your journey has been or your position in the hierarchy (we don’t do Sirs and Ma’ams); you’ll be heard, appreciated, and rewarded. One can say, we have a special place in our hearts for the Doers! ✊🏼❤️

Are you a go-getter with the chops to nail what you do? Then this is the place for you.

As a PHP Laravel Backend Developer at Chhayakart, you will play a crucial role in designing, developing, and maintaining the backend infrastructure of our web applications. Your expertise in backend development and API development & integration will be vital in ensuring the seamless operation of our product

Qualification :

 Bachelor's degree in computer science, software engineering, or a related field is preferred.

Experience :

  Minimum 1 year experience in PHP, Laravel Also API Integration profile.

Technical Skills Required:

 Laravel , PHP (oops Concept Also), JavaScript, React.js, HTML5, CSS3.

Job Type: Full-time

Responsibilities:

• Collaborate closely with the frontend development team to understand the requirements and design APIs that align with the frontend components developed in React.
• Proven experience as a Backend Developer with a strong focus on PHP Laravel development.
• Strong understanding of database design and management, including SQL and NoSQL databases.
• Experience with unit testing, debugging, and troubleshooting techniques.
• Ability to work both independently and collaboratively within a team environment.
• Ability to adapt to changing requirements and priorities in a fast-paced environment.
• Design, develop, and maintain efficient and reliable PHP Laravel backend systems that support the functionality of our web applications.
• Build RESTful APIs that enable smooth communication between the frontend and backend, ensuring optimal performance and responsiveness.
• Implement data storage solutions, including databases, caching mechanisms, and other data persistence technologies.
• Write clean, modular, and reusable code while adhering to coding standards and best practices.
• Ensure the security and data protection of the backend systems, implementing necessary authentication and authorization measures.
• Optimize application performance, scalability, and responsiveness through techniques such as caching, query optimization, and load balancing.
• Troubleshoot and resolve backend-related issues and bugs in a timely manner.
• Stay up-to-date with the latest industry trends and advancements in backend development and technology.

You will be responsible for:

• Developing and maintaining highly scalable websites
• All aspects of the project development cycle using PHP and strong OOPS concepts
• Code review and walkthroughs
• Sprint planning and effort estimations

You have in-depth experience in: 

• Developing complex web-applications
• Frameworks such Laravel, CakePHP , React.js
• RDBMS such as MySQL, SQL

You add value with exposure to:

• Flutter Development
• Cloud hosting & Auto Scaling: AWS, Azure, Google cloud
• Unit testing: PHPUnit, PEST
• Cache / Data structure 
• CI/CD: Bitbucket pipelines, AWS Codepipeline, Jenkins

Job Description

As we continue to expand our Technology footprint, we’re looking to find ambitious, talented leaders who enjoy everything tech and want to work at an exciting confluence of tech and digital transformation. 

In the profile, the IT Project Manager will be responsible for planning of technology projects, managing our team of IT professionals, interacting with clients and architecting solutions to meet their requirements and the execution of all technology-related tasks and initiatives. 

The successful candidate will also be the liaison with our teams in Hyderabad and US/Canada in order to ensure the successful delivery of projects. 

Responsibilities include building project plans, allocating tasks, and setting milestones, and overseeing project execution.

1. Create & manage project plans
2. Define project schedules, allocate resources and monitor progress
3. Align project objectives with company goals, and make sure the project team is clear on objectives
4. Help project team with the design and development of tasks
5. Lead process of issue identification and resolution
6. Monitor and manage scope alongwith documentation Manage all documentation
7. Foster partnership with customers/stakeholders/sponsors

Key requirements 

• B.Tech in Computer Applications, IT, MCA or related field is a must 
• At least 3 years of supervisory experience in managing teams  
• Clear thought process, planning and forecasting skills will be required 
• Excellent Verbal and written communication skills 
• Prior experience of working with a digital agency/IT Services firm is a +  
• Experience of US/North America projects in addition to India is a +

• Good in Hybrid, Native Mobile development, and associated development frameworks SDKs.
• Good knowledge in one of the design component frameworks library – (React Native UI Components Library, Material UI, Native UI Components library)
• Stronghold in HTML and CSS or related design libraries like bootstrap, fluid layout system, grid layout system, Flexi layout system)
• Stronghold in repo management system – (Preferred GIT)
• Good to have knowledge on deployment and packaging application to play store or app store.
• Good to have knowledge on deployment and packaging application to play store or app store.
• Good at React Native with a minimum of 3 years of experience in IT.
• Good at React Js/Redux is preferred
• Good Hybrid mobile development is required
• Good at databases – Relational or NoSQL.
• Interface with clients via Slack, Zoom, and email.
• Work with modern tools including Jira, Slack, GitHub, etc