Customer Support Specialist

Madrona Venture Labs; Bengaluru; Hybrid; INR 558,000 - 781,200; Full time

Job summary

Madrona Venture Labs is seeking a Support Specialist for their Bangalore office. This hybrid position requires 3+ years in SaaS technical support, where you'll resolve complex issues and manage user access for our recruiting platform.

The ideal candidate is detail-oriented and has strong technical troubleshooting skills while ensuring a high level of customer satisfaction through effective communication.

Qualifications

• 3+ years of experience in a SaaS technical support role.
• Strong deep-dive troubleshooting skills and technical acumen.
• Excellent written and verbal communication skills.

Responsibilities

• Deliver timely, accurate support to customers via chat and email.
• Create and manage Jira tickets for bugs and engineering requests.
• Guide clients through connecting their email accounts.

Skills

SaaS technical support experience

Deep troubleshooting skills

Excellent communication skills

Multi-tasking

Tools

Intercom

Jira

Mixpanel

Salesforce

Slack

Zoom

Microsoft 365

Job description

Location: Bangalore, Karnataka, India

Work Model: Hybrid — 2 days in office / 3 days remote (subject to change)

Working Hours: US hours (aligned to Pacific or Eastern Time)

Reports To: Support Manager

About the Role

As a Support Specialist at SeekOut, you’ll be the frontline resource for users of our recruiting platform — resolving technical issues, managing user access, supporting integrations at a configuration level, and keeping internal support operations running smoothly. This is a hybrid role based in Bangalore, Karnataka, India, working US hours and reporting directly to the Support Manager.

The ideal candidate is detail‑oriented, highly organized, and comfortable independently operating within a complex SaaS environment. You will handle L2/L3 support escalations, requiring deep technical knowledge and the ability to resolve advanced, multi‑faceted customer issues with minimal supervision. You should be equally comfortable working across Intercom, Jira, Mixpanel, Salesforce, Slack, Zoom, and Microsoft 365 while collaborating cross‑functionally with Customer Success, Implementation, Product, and Engineering teams.

What You’ll Do

Customer Support & Case Management

• Deliver timely, accurate support to customers via chat and email through Intercom
• Conduct live troubleshooting sessions via Zoom
• Clearly document customer issues and their resolutions
• Maintain strong CSAT scores and consistent response time performance

Ticketing & Escalation

• Create and manage Jira tickets for bugs and engineering requests
• Gather detailed troubleshooting context prior to escalating issues
• Track ticket progress and keep customers informed throughout the resolution process
• Partner with Product and Engineering teams on issue triage and follow‑through

User Access, Email Integration & SSO Troubleshooting

• Guide clients through connecting their email accounts to SeekOut Outreach campaigns and configuring ATS integrations at the account level
• Diagnose and resolve SSO login issues across identity providers such as Okta, Azure AD, and Google
• Support user provisioning workflows, troubleshoot authentication failures, and assist with domain verification to ensure seamless account access

Licensing & Account Administration

• Assign and manage user licenses within the SeekOut Admin panel
• Troubleshoot missing access, feature visibility, and role‑based permission issues
• Support seat transfers, user management, and renewal‑related license updates

Internal Admin & Backend Support

• Perform internal administrative updates and verify account configurations
• Validate backend settings that affect customer functionality
• Support workspace configuration, sharing permissions, and export‑related data checks

Recruiter Workflow & Platform Support

• Serve as a knowledgeable resource for recruiters navigating SeekOut’s core workflows, from candidate sourcing and search to outreach and ATS export
• Assist recruiters in building and refining Boolean search queries, including advanced operators, field‑specific filters, and Smart Match optimization
• Guide users through AI‑powered search features such as SeekOut Assist, AI‑generated scorecards, and profile evaluations within Workspaces
• Support the setup, troubleshooting, and best practices for Outreach email campaigns, including sequence configuration, template management, and deliverability issues
• Help users understand and make the most of platform features including People Insights, Talent Rediscovery, Applicant Review, and Pipeline Insights

Documentation & Process Improvement

• Contribute to Help Center articles and internal troubleshooting documentation
• Maintain and update Intercom macros and standard response templates
• Identify recurring issues and surface recommendations for process improvement

Cross‑Functional Collaboration

• Partner with Customer Success Managers on account‑related support needs
• Coordinate with the Implementation team to address onboarding issues
• Relay product feedback to the Product team and support Engineering during bug validation

What We’re Looking For

Required

• 3+ years of experience in a SaaS technical support role, with at least 1–2 years operating at the L2 or L3 support tier — handling escalated, complex, and technically deep issues beyond standard tier‑1 troubleshooting
• Proven ability to independently operate and resolve complex, multi‑layered support issues with minimal supervision
• Strong deep‑dive troubleshooting skills and technical acumen, including root cause analysis and structured problem‑solving across platform, integration, and configuration layers
• Hands‑on experience with the following tools: Intercom, Jira, Mixpanel, Salesforce, Slack, Zoom, and Microsoft 365 (O365)
• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non‑technical users
• Ability to manage multiple conversations and priorities simultaneously

Preferred

• Experience supporting HR tech or recruiting platforms
• Strong Boolean search knowledge, including advanced operators and field‑specific querying
• Experience troubleshooting SSO protocols and providers such as SAML, Okta, Azure AD, and Google
• Familiarity with AI‑assisted sourcing tools and workflows
• Experience with admin‑level platform configuration
• Exposure to ATS integrations at a configuration level, including platforms such as Greenhouse, Workday, and Phenom
• Experience working in a remote or distributed support environment

Tools & Tech Stack

Candidates should have direct experience with, or the ability to quickly ramp on, the following tools used by the SeekOut Support team:

• Intercom — Customer messaging, live chat support, macros, and inbox management
• Jira — Bug tracking, ticket creation, escalation workflows, and engineering coordination
• Mixpanel — Product analytics for investigating usage patterns and troubleshooting
• Salesforce — Account and customer data lookups, case history, and CRM reference
• Slack — Internal team communication and cross‑functional collaboration
• Zoom — Live customer troubleshooting sessions and team meetings
• Microsoft 365 (O365) — Email, calendar, and productivity tooling

What Success Looks Like

• High CSAT scores and consistent response time performance
• Accurate, thorough troubleshooting with clear escalation paths when needed, including confident ownership of L2/L3 cases
• Demonstrated ability to independently resolve complex issues with minimal escalation to senior staff
• Strong internal documentation and knowledge‑sharing habits
• Positive, collaborative relationships across Customer Success, Implementation, Product, and Engineering