Technical Support Specialist

Accountabilities: Own the customer support platform as the primary intake channel for all incoming support requests, including in-app widgets, forwarded emails, and other communication channels. Ensure every customer request receives an initial response within agreed service-level timelines and remains actively monitored until resolution. Collect and document all relevant troubleshooting information, including client environments, affected users, reproduction steps, screenshots, browser and device details, and session identifiers. Resolve common technical issues, known problems, and user-related errors using existing documentation and knowledge base resources. Troubleshoot authentication and access-related issues, including Single Sign-On (SSO), SAML authentication, user provisioning, roles, and permissions. Assist enterprise customers with platform configuration, administrative tools, network access, firewall restrictions, and security-related questions. Support troubleshooting of voice and session quality issues, including microphone permissions, browser settings, connectivity, firewall blocks, and latency. Investigate platform and integration-related questions, including Learning Management System (LMS), SCORM completion synchronization, and reporting discrepancies. Escalate technical issues requiring deeper investigation to Support Engineers, Product, or Engineering teams through Jira, providing clear descriptions, client information, priorities, and troubleshooting evidence. Maintain ticket classification, prioritization, routing rules, and tagging practices to distinguish between bugs, configuration issues, feature requests, access problems, and user errors. Ensure customer support tickets and Jira records remain synchronized, providing consistent visibility into issue status for both clients and internal stakeholders. Track escalated requests, follow up with technical owners, communicate progress to customers, and confirm successful fixes before closing tickets. Manage customer communications during incidents, including initial notifications, regular status updates, incident summaries, and resolution announcements. Share root-cause analyses with customers once provided by the technical team and participate in escalation calls, incident reviews, and support meetings with key accounts. Monitor support performance and prepare weekly reports covering ticket volumes, response times, recurring issues, and major problem categories by client. Build and maintain client-facing and internal knowledge bases, using insights from resolved tickets to improve self-service support. Develop and improve the built-in help center and AI-powered support answers to help customers resolve common questions independently. Identify recurring technical challenges and recommend improvements to documentation, ticket routing, workflows, and the overall customer support experience. Continuously improve support operations while adapting processes to accommodate business growth and increasing customer demands. Requirements: 2–4 years of experience in technical support or customer support within a B2B SaaS environment, preferably supporting enterprise customers. Working knowledge of Single Sign-On (SSO), SAML authentication, user provisioning, access management, roles, and permissions. Good understanding of browser troubleshooting, device permissions, network connectivity, firewalls, and network whitelisting. Experience using Jira and customer support or helpdesk platforms to manage tickets, escalations, and issue tracking. Strong written and verbal communication skills, particularly when explaining technical issues and providing clear, professional customer updates. Ability to gather, structure, and document troubleshooting information accurately so technical teams can investigate issues efficiently. Excellent organizational and problem-solving skills, with the ability to prioritize multiple requests and manage ongoing issues. Strong sense of ownership, accountability, and follow-through, including proactively chasing updates, keeping customers informed, and confirming resolutions. Confidence working directly with enterprise customers and their IT teams, including participating in technical support calls and escalation discussions. Ability to collaborate effectively with Support Engineers, Product Managers, and Engineering teams while managing customer expectations. A proactive and customer-oriented mindset, with the ability to work independently in a growing and evolving support environment. Experience with Gleap or similar in-app support platforms and integrated help centers is an advantage. Familiarity with WebRTC, real-time audio technologies, and speech-to-text systems is desirable. Knowledge of LMS platforms and SCORM integrations is a plus. Previous experience supporting enterprise customers in banking, financial services, or insurance is beneficial. Experience supporting AI-powered products or Large Language Models (LLMs) in production environments is an advantage. Previous involvement in building knowledge bases, improving support processes, or mentoring and managing support teams is highly desirable. Benefits: Employment type: Full-time opportunity. Work flexibility: Fully remote position, with the flexibility to work from India. Professional growth: Opportunity to establish and shape a technical support function as an early member of the team. Career progression: Potential to grow into a support leadership position as the customer base and support team expand. AI and technology exposure: Work with AI-powered SaaS products, enterprise platforms, and emerging technologies. Cross-functional collaboration: Work closely with Support Engineering, Product, and Engineering teams. Enterprise exposure: Support major enterprise customers across banking, financial services, and insurance. Ownership and autonomy: Take responsibility for support processes, customer communications, and continuous service improvements. Skill development: Gain hands-on experience with SSO, SAML, WebRTC, LMS integrations, SCORM, and AI-powered support tools.