Senior Customer Support Engineer - SaaS

This role is perfect for someone who thrives on helping users, enjoys solving complex problems, and has a strong grasp of how SaaS platforms work. You'll be the front line of support for business clients - answering queries, troubleshooting issues, and working cross-functionally to ensure customers get the best possible experience.

If you understand the value of excellent support and enjoy untangling technical challenges, this is your opportunity to make a real impact.

Key Responsibilities

• Improve the quality and value of support provided to customers.
• Improve turnaround times for software bugs and customer issues.
• Strengthen and maintain the Support Desk knowledge base.
• Provide an additional QA capability for customer-facing fixes.
• Help improve support processes across the business.
• Experience with QA/testing, particularly testing customer-facing software fixes.
• Experience creating, maintaining, or updating a knowledge base or technical documentation.
• Ability to work closely with Development to perform QA on customer-facing bug fixes.
• Ability to identify opportunities to improve support processes and move the function from reactive to proactive support.

What Were Looking For

• 8+years' experience in a SaaS support, customer service or technical support role, ideally for a B2B SaaS product
• Hands-on experience using Zendesk (or similar platforms) to manage support queues.
• Strong problem-solving skills, with a basic understanding of web apps, APIs, and data formats like JSON or SQL.
• A team player with a growth mindset and a passion for helping customers succeed.
• Comfortable working 12 PM 9 PM IST

Nice to Have

• Exposure to project, portfolio, or strategy execution platforms, or experience in a PMO environment.
• Familiarity with tools like Postman, browser dev tools, or logging platforms (e.g., Datadog, Sentry).
• Experience supporting enterprise clients or assisting with onboarding and integrations.
• Basic scripting or SQL knowledge.
• Interest in workflow automation and building internal tooling to improve how a support team operates.