International Voice Process

Company & Team Overview

Planview's mission is to build the digital future of connected work — empowering business, technology, and transformation leaders to accelerate the achievement of the project and product initiatives that matter most. As the leading end-to-end platform for Strategic Portfolio Management (SPM) and Software Product Delivery, Planview's AI-powered solutions give leaders the strategic foresight to prioritize with precision, accelerate value delivery, and adapt with confidence.

Headquarters in Austin, Texas, with over 1,500 employees worldwide, Planview serves more than 3,000 customers and 3.1 million users globally, including 45 of the Fortune 100.

The Support Operations team is at the heart of Planview's customer experience, ensuring that enterprises around the world get the most value from Planview's industry-leading platform. As Planview expands its AI-first portfolio through continued innovation and acquisition, the Support Operations team plays a critical role in delivering consistent, high-quality technical assistance across a growing suite of solutions.

Role Summary

Technical Support Engineer I provides first-level technical support for Planview KeyedIn (enterprise PPM) Customer Care customers and internal employees, serving as the primary point of contact for a defined set of accounts and cases. In this role, you will independently resolve standard cases across user and license administration, project and resource management, reporting, data operations, and integration workflows, while investigating root causes and documenting durable solutions.

You will escalate complex or defect cases appropriately — acting as a liaison between customers and the Development and Cloud Operations teams — and guide customers on the product's proper use and best practices. As you grow, you will take on increasingly complex problems end-to-end and mentor Associate Technical Support Engineers, contributing to a high-performing, collaborative team. Success is measured by case resolution quality, SLA performance, customer satisfaction, and case hygiene.

Key Responsibilities

Customer Support & Case Management

•   Act as the first point of contact for KeyedIn Customer Care customers seeking technical assistance, providing troubleshooting and support via the ticketing system, email, and web-based tools.

•   Accurately log all customer cases, interactions, and resolutions in the case management system (Salesforce).

•   Take a hands-on approach, managing issues from initial contact through final resolution and follow-up, and maintaining full accountability throughout the support lifecycle.

•   Prioritize cases according to severity and SLA commitments, ensuring timely and accurate responses.

•   Maintain case hygiene — accurate status, ownership, and next action — with no-silent-case discipline.

Technical Troubleshooting & Resolution

•   Handle standard KeyedIn administration and configuration requests — support-portal accounts, licence-count updates, user provisioning and termination, login-group publishing, and access/login issues.

•   Resolve standard reporting, widget, dashboard, and how-to cases; assist with routine data export and data-load requests.

•   Investigate root causes, guide customers through corrective steps, and document solutions in the Customer Success Center knowledge base.

•   Escalate complex or defect cases to higher-level engineers or Development with clear reproduction steps and environment details; route Cloud Operations and Development-owned work to the correct team without owning it.

•   Follow the team's call-escalation discipline — move prolonged email threads to a call at the defined threshold to speed resolution.

Product Knowledge & Continuous Improvement

•   Stay current on KeyedIn releases, feature changes, known issues, and system updates.

•   Advise customers on the product's proper use, best practices, and configuration guidance.

•   Contribute to technical notes and knowledge base articles in the Customer Success Center.

•   Collect and communicate customer feedback, recurring issues, and product-quality insights to improve product quality and support processes.

Collaboration & Mentoring

•   Mentor Associate Technical Support Engineers, sharing knowledge and best practices.

•   Build relationships with cross-functional teams including Engineering, Development, Cloud Operations, Product, and Customer value advisor.

•   Function independently as well as part of a cross-functional global team.

•   As needed, participate in on-call or skeleton crew rotation.

Required Qualifications

•   1–3 years of experience in technical support, software support, IT support, or a closely related customer-facing role.

•   Demonstrated ability to independently troubleshoot and resolve technical issues in enterprise software or SaaS environments.

•   Strong written and verbal communication skills in English; ability to explain technical concepts clearly to both technical and non-technical audiences.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, or similar).

•   Solid diagnostic and problem-solving skills with a systematic, analytical approach.

•   Proven ability to manage multiple cases simultaneously while maintaining attention to detail and meeting SLA commitments.

•   Ability to work independently and as part of a cross-functional global team.

•   Experience using ticketing or case management systems (e.g., Salesforce, Jira, Zendesk, Dynamics 365, or similar).

Preferred Qualifications

•   Bachelor’s degree in computer science, Information Technology, Engineering, or a related field, or equivalent practical experience.

•   Familiarity with SaaS application support models and multi-tenant environments.

•   Experience with enterprise databases and SQL querying (SQL Server, Oracle, PostgreSQL, or MySQL).

•   Exposure to REST or SOAP APIs and tools such as Postman or cURL.

•   Practical familiarity with PPM concepts — projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Understanding of identity and access management concepts (SSO, OAuth, RBAC, SAML).

•   Knowledge of the Planview product ecosystem, particularly KeyedIn or other PPM solutions.

•   Relevant technology certifications (Microsoft, AWS, ITIL, or similar).

Knowledge, Skills & Abilities

•   Willing to accept and adapt to change, showing flexibility and recovering relatively quickly from setbacks.

•   Actively participates in team meetings and seeks out collaboration opportunities without always waiting to be prompted.

•   Seeks feedback from colleagues and peers and integrates that feedback into their approach and work quality.

•   Displays a willingness to develop conflict-resolution skills and facilitate productive discussions with customers and colleagues.

•   Keeps a calm, professional demeanor across a variety of clients and personalities, even when others in the support process may not.

•   Self-motivated, detail-oriented, and organized, with the ability to begin prioritizing work independently.

•   A logical, process-oriented thinker who is positive, proactive, and innovative — a creative problem solver with exceptional customer service skills.

•   Committed to continuous learning, with intellectual curiosity to expand product and technical knowledge and the ability to learn new concepts quickly.

•   Comfortable engaging with AI-assisted tools to accelerate research, issue diagnosis, and knowledge base contributions.

Technical Skillset (Product-Specific)

Experience Required: 1–3 years.

Must Have

•   API — Experience with Postman or similar tools to test APIs, validate responses, and troubleshoot API failures; understanding of REST APIs, HTTP methods, status codes, and request/response flows for troubleshooting integrations.

•   SQL & Relational Databases — Ability to write basic to intermediate SQL queries to validate data, troubleshoot data issues, and understand database relationships.

•   Analytical & Communication Skills — Strong problem-solving ability with the capacity to translate technical findings into clear, actionable guidance for non-technical stakeholders.

•   Application & Log Analysis — Application logs, error analysis, troubleshooting, and root cause identification.

•   Salesforce & Jira — Working knowledge of Salesforce for case management and Jira for defect tracking and ticket management.

•   Web & SaaS Troubleshooting — Web-based applications, SaaS/cloud environments, browser Developer Tools, HTTP/HTTPS, and network troubleshooting.

•   Cloud & Networking — Basic understanding of cloud environments, DNS, SSL/TLS, firewalls, proxies, and connectivity issues.

•   Power BI (basic) — able to read dashboards and reports, understand how filters and slicers change results, and recognize whether a reporting issue is a data, refresh, or configuration problem.

Nice to Have

•   PPM Application Support — Practical familiarity with projects, resources, timesheets, dashboards, reporting/widgets, and custom entities.

•   Reporting & Data — Comfort with report/widget configuration concepts, filters, and data validation.

•   Data Loads & Exports — Ability to handle imports/exports, MS Project imports, and bulk field uploads.

•   Planview Product Familiarity — Any exposure to Planview's portfolio or release management product suite.

Technical Support Engineers (TSE) make up a small, talented, and dedicated global team providing an important part of the Pendo experience through guidance and consulting to customers. We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers across our web and mobile features as part of the Engineering organization. While the entire company has a customer focus, TSEs make champions out of our customers and provide a partnership experience through professional and accurate technical support.

Responsibilities:

• Answer customer questions through our support queue
• Be the voice of the customer to the Product and Engineering organizations
• Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
• Take ownership of pushing cases to resolution, including working with developers
• Actively contribute to knowledge documentation through the creation of internal and customer-facing documentation
• Qualifications (your experience):
• Highly empathetic and passionate about helping others at a moment's notice
• Applied coding knowledge - Front End or API
• Reliable and active team member
• Ability to learn technical concepts and translate them to business solutions for customers with a thirst for knowledge
• Conversational fluency in spoken and written English
• 2+ years of professional experience in JavaScript, HTML, CSS and/or Mobile Development
• 2+ years of professional experience working in a customer-facing role
• Proven record of continued education/pursuit of knowledge in technology (computer science degree, coding school, other relevant courses)

Support Engineer

The Support Engineer will be responsible for providing technical support for the Risk Management System (RMS) product, ensuring that both internal and external users can resolve issues quickly and efficiently. This role involves troubleshooting technical problems, providing solutions, and collaborating with engineering and QA teams to enhance the product. Additionally, the Support Engineer will assist with user training, monitor system performance, and contribute to continuous product improvement. 

Roles and Responsibilities

• Act as the first point of contact for users experiencing issues with the RMS platform, both internally and externally. 
• Troubleshoot and resolve product-related issues, ensuring minimal disruption to users. 
• Collaborate with product and engineering teams to identify and resolve recurring technical problems and escalate more complex issues. 
• Document support tickets, ensuring detailed tracking of issues, resolutions, and feedback. 
• Provide training and guidance to users on how to effectively use the RMS system.
• Ensure customer satisfaction by providing timely and effective solutions to any issues faced by users. 
• Assist in the preparation of knowledge base articles, user documentation, and FAQs to empower users to resolve minor issues independently.
• Respond to user queries in a friendly and professional manner, ensuring clear communication. 
• Proactively follow up with customers to ensure issues are resolved to their satisfaction.

Required Skills

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. 
• Prior experience in software support preferably in a fintech or financial services environment. 
• Experience with troubleshooting software and hardware issues in a production environment.
• Hands-on experience with common support/ticketing tools (e.g., JIRA, Bugzilla, Selenium, Postman, etc.).
• Ability to manage multiple priorities and deliverables in a fast-paced environment.
• Familiarity with databases like SQL.

Customer Support Manager

About AbleCredit

AbleCredit has built a foundational AI platform to help BFSI enterprises reduce OPEX by up to 70% by powering workflows for onboarding, claims, credit, and collections. Our GenAI model achieves over 95% accuracy in understanding Indian dialects and excels in financial analysis.

The company was founded in June 2023 by Utkarsh Apoorva (IIT Delhi, built Reshamandi, Guitarstreet, Edulabs); Harshad Saykhedkar (IIT Bombay, ex-AI Lead at Slack); and Ashwini Prabhu (IIML, co-founder of Mythiksha, ex-Product Head at Reshamandi, HandyTrain).

The Opportunity

We are looking for a Customer Support Manager to own day-to-day customer support operations and ensure our customers get fast, reliable resolutions. You will help build a scalable support function owning SLAs, triaging issues, and working closely with Implementation, Product, and Engineering to resolve and prevent customer issues.

What You Will Do?

● Own end-to-end customer support operations across chat, email, and ticketing channels.

● Track SLAs for first response and resolution times across ticket severities.

● Triage and prioritise incoming issues, resolving what you can directly and escalating complex or technical issues to Implementation, Product, or Engineering.

● Build and maintain a knowledge base, FAQs, and troubleshooting guides to reduce repeat tickets.

● Monitor support metrics; CSAT, ticket volume, resolution time, backlog and report trends to leadership.

● Identify recurring issues and root causes, and work with Product and Engineering to drive permanent fixes.

● Personally own escalated or high-severity customer issues, ensuring timely and clear communication until resolution.

● Collaborate with Implementation and Customer Success to ensure smooth handoffs and a consistent customer experience.

● Train and onboard new support team members on product knowledge, process, and tooling.

What You Need To Succeed?

• 3-5 years of experience in customer support, technical support, or support operations, ideally in SaaS or fintech.
• Familiarity with helpdesk or ticketing tools such as Zendesk, Freshdesk, Intercom, or similar.
• Basic understanding of APIs, JSON, integrations, and SaaS product configuration, to triage technical issues effectively.
• Experience defining and tracking SLAs and support metrics such as CSAT, resolution time, and ticket volume.
• Strong problem-solving skills and the ability to stay calm and structured under pressure on escalated or high severity issues.
• Clear, structured written and verbal communication.
• Exposure to BFSI, lending, or financial services customers is a plus.
• Comfortable working in a fast-paced startup environment with evolving processes.

Role: Lead Engineer

Location: India, Remote

Experience: 7-8 Years

Shift: Overlap with US Business Hours (as required)

Algoworks

www.algoworks.com

About the company

Algoworks is an award-winning artificial intelligence, engineering services and experience transformation firm with offices across the United States, Europe, South America and India. We bring together a global team of engineers, architects, designers, researchers and operators united by rigor, accountability and a commitment to delivering measurable results.

For over 20 years, Algoworks has partnered with Fortune 500 organizations across the Americas, Europe and Asia to define, build and run technology that drives meaningful business outcomes. Our work combines human-centered design, engineering excellence and AI-powered capabilities to solve complex challenges with clarity and precision. Innovation, particularly in the responsible application of AI, is embedded in how teams approach problem-solving and continuous improvement.

At Algoworks, growth is continuous and closely tied to impact. Teams collaborate across geographies and disciplines, strengthening outcomes through shared insight and collective expertise. The culture values transparency, open dialogue and an environment where every voice is heard and contribution is recognized.

Through collaboration, accountability and a focus on results, Algoworks operates at the intersection of technology and people, building not only advanced systems but strong global teams that elevate performance and create lasting impact.

Follow the video below to know about us! Clipchamp

Role overview

We are looking for an experienced Salesforce Technical Lead with 7–8 years of hands-on Salesforce development experience and proven leadership capabilities. The ideal candidate should be capable of leading a team, mentoring junior developers, acting as the technical anchor for projects and driving end-to-end delivery while working closely with US-based clients.

The candidate should possess excellent technical expertise across the Salesforce ecosystem, strong client-facing communication skills and experience translating business requirements into scalable technical solutions. Experience with Salesforce Agentforce and AI-powered Salesforce implementations is highly preferred.

Key responsibilities:

• Lead the design, development and implementation of Salesforce solutions across multiple projects.
• Act as the technical anchor for the team by providing architectural guidance, conducting code reviews and ensuring adherence to Salesforce best practices.
• Lead and mentor a team of Salesforce Developers and Consultants, providing technical guidance and grooming junior team members.
• Work directly with US-based clients to understand business requirements, conduct discovery sessions and translate functional requirements into technical designs.
• Participate in solution design discussions and recommend scalable, secure and maintainable Salesforce solutions.
• Break down requirements into technical tasks, allocate work to team members and ensure timely execution and delivery.
• Own end-to-end project execution, including effort estimation, sprint planning, risk identification, dependency management and release coordination.
• Ensure high-quality deliverables through design reviews, code reviews, testing support and adherence to development standards.
• Collaborate with Business Analysts, Project Managers, QA teams, Architects and stakeholders throughout the project lifecycle.
• Troubleshoot complex production issues and provide technical leadership during critical situations.
• Drive adoption of Salesforce best practices, DevOps processes and AI-driven capabilities using Agentforce.
• Support pre-sales activities by providing technical inputs, effort estimations and solution recommendations whenever required.

Required skills and competencies:

Salesforce platform

• Strong hands-on experience with:
• Apex
• Lightning Web Components (LWC)
• Aura Components
• Visualforce
• SOQL and SOSL
• Flows
• Batch Apex
• Queueable and Scheduled Apex
• Platform Events
• REST and SOAP APIs
• Integrations using Named Credentials and OAuth
• Custom Metadata Types
• Security and Sharing Model
• Governor Limits Optimization

Salesforce clouds

Strong implementation experience in:

• Sales Cloud
• Service Cloud
• Experience Cloud

Good to have

• Financial Services Cloud (FSC)
• Revenue Cloud
• Marketing Cloud

Agentforce and AI

• Good understanding of Salesforce Agentforce and Agentic AI capabilities.
• Hands-on implementation experience on at least one Agentforce project.
• Knowledge of Prompt Builder, AI-powered automation, Data Cloud integration and AI Agents is highly desirable.

Development and DevOps

• Git/GitHub
• CI/CD Pipelines
• Salesforce DX
• VS Code
• Deployment tools such as Copado, AutoRABIT, Gearset, or Jenkins
• Agile/Scrum methodology

Must have skills:

• 7–8 years of Salesforce development experience.
• Experience leading a team of Salesforce Developers.
• Proven ability to mentor and groom junior team members.
• Strong experience working with US-based clients in client-facing roles.
• Experience in requirement gathering, solution discussions, technical documentation and requirement translation.
• Experience in task planning, effort estimation, sprint planning and execution tracking.
• Ability to manage multiple priorities while ensuring successful project delivery.
• Excellent analytical, problem-solving and decision-making skills.

Certifications (Mandatory):

Candidates should possess multiple Salesforce certifications, including:

• Salesforce Certified Administrator
• Salesforce Platform Developer I (PD I)
• Salesforce Platform Developer II (PD II)
• Salesforce Sales Cloud Consultant
• Salesforce Service Cloud Consultant
• Salesforce Agentforce Certification (Specialist/Developer or equivalent)

Additional Salesforce certifications will be an added advantage.

Nice to have skills:

• Experience working in Agile environments.
• Exposure to enterprise-scale Salesforce implementations.
• Strong understanding of integration architecture and middleware platforms.
• Excellent stakeholder management and presentation skills.
• Self-driven, proactive and capable of independently driving technical discussions with customers.

Desired attributes:

• Excellent verbal and written communication skills.
• Strong leadership and mentoring capabilities.
• Client-first approach with exceptional stakeholder management skills.
• Strong ownership mindset with accountability for end-to-end delivery.
• Ability to work effectively in cross-functional and distributed teams.
• Excellent planning, prioritization and execution skills.
• Strong collaboration and conflict-resolution abilities.

Why join us?

• Opportunity to lead large-scale Salesforce transformation programs.
• Work directly with global clients and enterprise implementations.
• Exposure to cutting-edge Salesforce AI and Agentforce technologies.
• Collaborative, learning-focused work culture with opportunities for career growth and leadership.

Interview process

2 rounds of discussion.

About Copado

Copado is the leading DevOps platform for Salesforce, revolutionizing how the world's largest organizations achieve success in their Salesforce deployments. Our mission is to accelerate the Salesforce development lifecycle, support digital transformation, and deliver unparalleled value to our customers. We continuously innovate, ensuring our platform meets the evolving needs of Salesforce developers and operations professionals.

Job Summary

As a Sales Engineer for Copado, you will be responsible for educating customers during the sales cycle, including creating and delivering tailored software demos and architecture presentations.

Key Responsibilities

• Pre-sales support, collaborating with Account Executives on sales opportunities, Solution presentations and demonstrations, including answering technology-related inquiries
• Bid management & RFx responses: Support the completion of RFPs, RFIs, RFQs, and security questionnaires by providing accurate technical responses and solution documentation. Collaborate with internal teams to ensure high-quality submissions.
• Solution workshops, trials, and proofs of concept (POC): Lead technical workshops, product evaluations, and proof-of-concept engagements to validate solution fit and demonstrate business value. Guide customers through successful trial experiences.
• Solution design: Design high-level solution architectures and recommend best practices aligned with customer environments and objectives. Ensure proposed solutions are scalable, secure, and aligned with industry standards.
• Partner support: Provide technical guidance and product expertise to partners during customer engagements and joint sales opportunities. Support partner enablement through demonstrations and solution workshops.
• Marketing event support: Represent Copado at webinars, industry events, conferences, and customer workshops. Deliver product demonstrations and technical presentations to increase market awareness and customer engagement.
• Assist in sales strategy and building customer relationships: Contribute to account strategy by identifying customer challenges, technical opportunities, and growth potential. Build strong relationships with key stakeholders and serve as a trusted technical advisor throughout the sales process.

Requirements

• Minimum 3 years relevant business and technology experience
• Experience with implementing Salesforce and/or Salesforce Certification(s)
• Ability to lead technical presentations, engage the audience, and communicate value
• Demonstrated proficiency in business application design and technology
• Excellent written, verbal, and interpersonal skills
• Energetic self-starter with the ability to work independently
• Willingness to travel to industry events and onsite customer meetings

Qualifications & Experience

• Experience working with Copado
• Technical experience with building solutions on the Salesforce platform
• DevOps experience in the Salesforce space or with other technology stacks
• Prior experience in software pre-sales, consulting, or development
• Experience with the SDLC and Release Management
• Prior experience with data integration projects and data privacy requirements

Job description:

Job Title: Technical Support Executive(API and Product)

Location: Sector-62, Noida

Company: TechRyde Private Limited

Experience: 1 to 3 years (or more)

Employment Type: Full-Time

Shift: US Shift (Night Shift)

Work Mode: 5 days (In-office)

About TechRyde:

TechRyde Private Limited is a leading technology solutions provider, delivering innovative digital transformation services in hospitality and retail space. We empower businesses with cutting-edge software solutions and seamless integrations, enabling enhanced operational efficiency and customer experience.

Job Summary:

We are seeking a technically adept and customer-focused API s Product Support Executive to join our dynamic team. This role is ideal for individuals who have hands-on experience with APIs, tools like Postman or Swagger, and a passion for solving customer issues efficiently. You will be the go-to person for providing high-quality technical support and ensuring smooth integration and operation of our software products.

Key Responsibilities:

• Provide technical product support to clients via email, chat, or calls, focusing on API-related issues and product functionalities.
• Perform API testing and troubleshooting using tools like Postman, Swagger, or similar platforms.
• Analyze, diagnose, and resolve integration or application issues in collaboration with internal teams (Engineering, Product, QA).
• Assist customers in understanding and implementing APIs, offering clear guidance and best practices.
• Maintain a deep understanding of the product and its ecosystem to deliver fast and effective support.
• Document common issues, solutions, and create support documentation and knowledge base articles.
• Escalate complex issues to the appropriate technical teams when necessary while maintaining ownership of the case.
• Ensure timely resolution of issues with strong focus on customer satisfaction and communication.

Required Skills and Qualifications:

• 1–3 years (or more) of experience in technical support, API support, or product support roles.
• Strong knowledge of RESTful APIs, API documentation, and integration practices.
• Hands-on experience with Postman, Swagger, or other API testing tools.
• Ability to perform automation testing using JavaScript (Selenium) or Python
• Understanding of software development lifecycle and debugging techniques.
• Excellent verbal and written communication skills to effectively interact with customers and internal stakeholders.
• Strong problem-solving skills and a proactive approach to resolving technical issues.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications:

• Experience with API authentication methods (OAuth, API keys, etc.).
• Familiarity with log analysis and debugging tools.
• Prior experience working with SaaS or cloud-based products.

Why Join TechRyde?

• Work on cutting-edge solutions shaping the future of hospitality and retail.
• A collaborative work environment with global clients and diverse projects.
• Growth opportunities and ongoing learning C development support.
• Flexible work culture and a supportive team.

We are looking for dedicated and proactive Technical Support professionals who can deliver excellent customer service while resolving client queries efficiently. The ideal candidate should have strong troubleshooting skills, good technical understanding, and the ability to communicate effectively with clients.

Candidates with relevant EdTech experience will be highly considered.

Edunext is an equal opportunity employer. We celebrate diversity and encourage candidates from all backgrounds to apply.

Key Responsibilities:

·        Connect with clients and resolve their queries via calls, remote desktop support, and other communication channels.

·        Address and resolve tickets raised by clients for technical issues to ensure seamless operations.

·        Assist in designing and implementing effective software solutions.

·        Track user tickets and ensure timely resolutions.

·        Coordinate with the development team for any new feature requirements.

Requirements:

·        1–2 years of EdTech preferably school ERP/CRM

·        Excellent communication skills with fluency in English (mandatory)

·        Strong presentation and interpersonal skills.

·        Proficiency in Microsoft Office (Excel, Word, etc.).

·        Strong analytical and problem-solving abilities.

·        ERP certification (e.g., “Data Analyst”) is a plus.

What We Offer

•      Fixed CTC

•      Annual Off site Retreats

•      Rapid career growth with structured training and on-the-job mentorship

•      Opportunity to impact the lives of learners via tech.

•      Monthly Trainings & Skill Development to sharpen product expertise

•      Employee of the Month & Rewards & Recognition Programs

•      Fun inclusive work culture with Recreational Activities like open house events, fun games, celebrations and peer-driven culture

Strong Senior Solutions Engineer (Pre-Sales) Profile

2

Mandatory (Experience 1) – Must have 5+ years of overall experience, with at least 3 years in a customer-facing Pre-Sales / Solutions Engineering role within a B2B SaaS company.

3

Mandatory (Experience 2) – Must have spent the last 3 years continuously in a Solutions Engineer, Solutions Consultant, Pre-Sales Engineer, Product Specialist, or similar Pre-Sales role. Avoid Post-Sales/Implementation profiles.

4

Mandatory (Experience 3) –Must have hands-on experience conducting technical discovery sessions, product demos, proof-of-concepts (POCs), preparing business case documents, and responding to RFPs for enterprise or mid-market customers.

5

Mandatory (Experience 4) – Must have led or co-owned sales cycles for $50K+ ACV opportunities for at least 2 years, where selling $50K+ ACV deals was the core sales motion.

6

Mandatory (Experience 5) –Must have hands-on experience in solutioning, configuring, and delivering technical demonstrations of SaaS products, while partnering closely with Account Executives to drive deal closure.

7

Mandatory (Experience 6) – Must possess a strong understanding of APIs, SaaS architecture, integrations, and technical solution design, with the ability to engage confidently with technical stakeholders and CXOs.

8

Mandatory (Company) – Must currently be working in a B2B SaaS product company. (Avoid High Radius)

9

Mandatory (Graduation Year) – Candidates should have graduated in 2021 or earlier.

10

Mandatory (CTC) – Candidates' current CTC should be between ₹18L and ₹25L.

11

Preferred (Experience 1) – Must have worked primarily with US customers, with significant experience supporting North American sales cycles.

12

Preferred (Experience 2) - Experience using CRM tools (Salesforce, HubSpot, etc.) to manage opportunities, customer engagements, and sales pipelines.

13

Preferred (Experience 3) – Experience in FinTech domains such as billing, accounting, or revenue recognition systems (e.g., invoices, contracts, receivables, pricing models).

14

Preferred (Experience 4) - Experience working with Enterprise and Mid-Market customers, including direct interactions with CXO-level stakeholders.

Technical Support Engineer

About the Role:

We're looking for a Technical Support Engineer to join our team and serve as the critical bridge between our customers and engineering team. This role combines customer-facing support with hands-on technical troubleshooting, requiring someone who can both empathise with user challenges and dive into code to identify and resolve issues.

You'll be the first line of technical defence, investigating customer-reported issues, reproducing bugs, reading through our codebase to understand root causes, and working closely with the development team to implement fixes. This is ideal for someone who enjoys problem-solving, loves helping people, and wants to leverage their technical skills in a customer-focused role.

Key Responsibilities:

Technical Investigation & Bug Identification

• Review application logs, error messages, and stack traces to diagnose issues
• Read and navigate through our MERN stack codebase to understand system behaviour
• Reproduce reported bugs in staging/development environments
• Identify whether issues stem from code bugs, configuration problems, infrastructure issues, or user error
• Perform root cause analysis and provide technical insights to the engineering team

Monitoring & Proactive Support

• Monitor AWS infrastructure health and application performance metrics
• Identify patterns in support tickets that may indicate broader system issues
• Collaborate with engineering on bug fixes and verify resolutions in production
• Test new features from a customer perspective before release

Required QualificationsTechnical Skills

• Strong understanding of web application architecture and software engineering principles
• Hands-on experience with the MERN stack (MongoDB, Express.js, React, Node.js)
• Ability to read and understand JavaScript/TypeScript code
• Experience with AWS services (ECS, S3, Lambda, CloudWatch, RDS, etc.)
• Familiarity with RESTful APIs, HTTP protocols, and debugging API requests
• Understanding of database concepts and ability to write basic MongoDB and SQL queries
• Experience with Git and version control concepts
• Knowledge of browser developer tools for debugging frontend issues

Soft Skills

• Excellent written and verbal communication skills with ability to explain technical concepts to non-technical users
• Strong analytical and problem-solving mindset
• Patience and empathy when dealing with frustrated customers
• Self-motivated with ability to manage multiple issues simultaneously
• Detail-oriented with good documentation habits

Experience

• 1+ years in technical support, customer success, or similar role
• 1+ years working with or around software development teams
• Bachelor's degree in Computer Science, Engineering, or equivalent practical experience

Nice to Have

• Experience with AWS troubleshooting and CloudWatch logs analysis
• Familiarity with containerization (Docker) and CI/CD pipelines
• Previous experience in a SaaS or platform company
• Experience with monitoring tools (Datadog, New Relic, Sentry, etc.)
• Exposure to agile development methodologies

What You'll Work With

• Frontend: React.js applications with modern JavaScript/TypeScript
• Backend: Node.js/Express.js APIs
• Database: MongoDB, MySQL
• Infrastructure: AWS (various services)
• Tools: GitHub, JIRA, Slack
• Environment: Fast-paced with direct access to engineering team