Customer Support Associate

Amplify-now; Thane; Hybrid; INR 600,000 - 1,200,000; Full time

Job summary

Amplify-now is seeking a customer support engineer in Maharashtra, India, to front-line support for our SaaS platform. You will handle queries, troubleshoot issues, and keep customers informed through Zendesk, email, and video calls.

You will investigate product-related issues, reproduce in test environments, and work with Product, Engineering, and QA to triage, fix, and communicate resolutions. A strong communicator with a proactive mindset will thrive in this role.

Qualifications

• 2–4 years' experience in a SaaS support or customer service role.
• 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.
• Clear, empathetic communicator who can explain technical topics to non-technical audiences.

Responsibilities

• Provide responsive, high-quality support to B2B clients through Zendesk, email, and video calls.
• Investigate and resolve product-related issues, including app behaviours, integrations, and data inconsistencies.
• Translate technical problems into simple, clear solutions for users with varying levels of technical understanding.
• Reproduce reported issues in test environments to identify contributing factors, including reviewing logs and querying data where required.
• Collaborate with Product, Engineering, and QA teams to raise defects, track them through triage, fix, and release, and close the loop with the customer.
• Maintain and improve support workflows, including ticket tagging, macros, and knowledge base articles.
• Support onboarding and configuration processes in partnership with Customer Success.
• Contribute to incident response and help manage client communications when major issues arise.
• Proactively suggest improvements to documentation, tools, and internal support processes.

Skills

Zendesk experience

Problem solving

Clear communication

Independent working

Team player

Tools

Zendesk

Postman

Datadog

Sentry

Job description

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

• Provide responsive, high-quality support to B2B clients through Zendesk, email, and video calls.
• Investigate and resolve product-related issues, including app behaviours, integrations, and data inconsistencies.
• Translate technical problems into simple, clear solutions for users with varying levels of technical understanding.
• Reproduce reported issues in test environments to identify contributing factors, including reviewing logs and querying data where required.
• Collaborate with Product, Engineering, and QA teams to raise defects, track them through triage, fix, and release, and close the loop with the customer.
• Maintain and improve support workflows, including ticket tagging, macros, and knowledge base articles.
• Support onboarding and configuration processes in partnership with Customer Success.
• Contribute to incident response and help manage client communications when major issues arise.
• Proactively suggest improvements to documentation, tools, and internal support processes.

What Were Looking For

• 2–4 years' experience in a SaaS support or customer service role
• 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.
• Clear, empathetic communicator who can explain technical topics to non-technical audiences.
• Able to work independently and manage competing priorities across an active queue.
• A team player with a growth mindset and a passion for helping customers succeed.

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.