Application Support

Happiest Minds Technologies; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Happiest Minds Technologies in Bengaluru is seeking an experienced technical support professional to provide expert-level assistance to our global customers. You will investigate complex API and integration issues, collaborate with product and engineering teams, and ensure SLA adherence while maintaining high customer satisfaction.

The role requires a Bachelor's degree in CS/IT or equivalent, strong problem-solving, and excellent communication skills in English.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or equivalent work experience.
• Proven experience in a technical support role, preferably SaaS.
• Strong understanding of APIs, integrations, and software development concepts.
• Excellent problem-solving skills with the ability to conduct detailed investigations.
• Outstanding communication skills, written and oral, with the ability to convey complex information clearly.
• Fluency in English; Dutch, French, or German a plus.
• Familiarity with support ticketing systems and documentation tools.

Responsibilities

• Provide expert-level (level 2) support to a global customer base, addressing complex tickets through detailed investigation.
• Manage and resolve a wide range of technical issues related to APIs, integrations, and advanced product functionalities.
• Collaborate with Product Managers and Engineering to troubleshoot and align on SLAs.
• Identify patterns in support requests and drive product/support process improvements.
• Maintain product knowledge through self-study and knowledge sharing with colleagues across departments.
• Handle SMB to Enterprise tickets with proactive communication and timely follow-ups.

Skills

Technical support

APIs

Integrations

SaaS

Problem solving

Communication

Time management

Team collaboration

Documentation

Education

Bachelor's degree in CS/IT or equivalent

Tools

Ticketing systems

Documentation tools

Job description

Key Responsibilities:

• Support expert-level (level 2) to our global customer base, addressing complex tickets involving deep investigation and technical problem-solving.
• Manage and resolve a wide range of technical issues related to APIs, integrations, and other advanced functionalities of our product.
• Collaborate with Product Managers and Engineering teams to troubleshoot and resolve customer issues, ensuring alignment on our SLAs.
• Proactively identify patterns in support requests and work with the team to implement improvements in our product and support processes.
• Continues self-study on the product to stay up to date on the newest features and changes.
• Consult and share your knowledge with colleagues, both within Support and other departments.
• Dealing with tickets of our SMB to Enterprise customers, including communication and follow-ups, with a high sense for priority.

Qualifications:

• Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support role, preferably within a SaaS environment.
• Strong understanding of APIs, integrations, and software development concepts.
• Excellent problem-solving skills with the ability to conduct detailed technical investigations.
• Outstanding communication skills, written and oral, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
• Fluency in English. Dutch, French, or German as an additional language is a plus
• Familiarity with support ticketing systems and documentation tools.
  Ability to work independently and as part of a global team, managing time effectively across different time zones.
• Customer-focused mindset with a commitment to providing exceptional support.
• Proactive attitude, with time management, prioritization, and organizational skills