Customer Support Specialist

Trekea Mobile; India; Remote; INR 900,000 - 1,300,000; Full time

Job summary

Trekea Mobile is hiring a Customer Support Specialist (Mid-Level) to join our remote team. You will work across global time zones, handling incidents, providing technical support, and coordinating with product and engineering to ensure successful resolutions.

A strong English level and hands-on troubleshooting skills are essential. You will be part of a fast-growing team, with opportunities to mentor juniors, contribute to knowledge base, and help drive continuous improvement in support

Qualifications

• Bachelor's degree in information systems, engineering, computer science or similar.
• Experience in technical support, application support or customer support.
• Excellent written and spoken English with a customer-first mindset.

Responsibilities

• Own end-to-end lifecycle of incidents and service requests with timely resolution.
• Act as primary point of contact for customers and manage expectations.
• Prioritize issues based on business impact and SLA adherence.
• Lead critical incident management (P1) and coordinate across teams.
• Provide 24/7 incident communications via phone during critical incidents.
• Troubleshoot technical issues and collaborate with engineering to resolve defects.

Skills

Customer focus

English proficiency

Analytical thinking

Strong communication

Ownership

Fast-paced environment

Education

Bachelor's in Information Systems

Tools

Ticketing tools

Remote debugging

Docker

CI/CD tools

Job description

Job Title: Customer Support Specialist (Mid-Level)

Job Experience: 3- 6 years

No. of Positions: 3

Nature of Job: Permanent Work from Home and Contractual based

• Flexibility to collaborate across 24/7 global time zones.
• Willingness to work rotational shifts, as required.
• Availability to provide weekend support, as required.

About the Company

We design and market “FieldLogs,” an open Cloud, Mobile and Wearable platform used to digitize a wide set of enterprise technician-driven processes (Aviation, Oil&Gas, Asset Management, etc.). We are an SME based in Paris, France, India (Virtual) and Minneapolis, USA with mostly large international clients.

Our high-tech innovation in modern technologies is what makes us win. We are experiencing rapid growth internationally (USA, Europe & IN). See us at www.fieldlogs.com.

We are building a high-impact Customer Support & Success function and are looking for a Technical Support Specialist who can combine strong technical skills with customer-facing expertise. This is a hands‑on, ownership‑driven role where you will work closely with customers, product, and engineering teams to ensure successful adoption and resolution of complex issues.

Your Profile

You enjoy the challenge of being exposed to different situations, company cultures, aviation domains, and technologies you must master quickly. You will leverage your drive, analytical intellect, professional skills to help our customers implement our solutions, and to help us drive our innovations. You show discernment, attention to details, and want to evolve quickly.

Your main responsibilities

• Own the end-to-end lifecycle of incidents and service requests, ensuring timely resolution and high‑quality outcomes.
• Act as the primary point of contact for customers, driving clear communication and managing expectations.
• Prioritize and manage issues based on business impact and urgency, ensuring SLA adherence.
• Lead critical incident (P1) management, coordinating across teams to drive fast resolution.
• 24/7 Critical Incident Communication: Ability to manage customer interactions via phone during critical (P1) incidents, providing timely updates, coordination, and escalation management.
• Multi-Channel Support: Experienced in delivering customer and technical support across chat, email, and voice interactions.
• Root Cause Analysis (RCA) Writing: Skilled in preparing clear, concise, and actionable RCA reports for technical incidents, including impact assessment, cause identification, and resolution details.
• Troubleshoot technical issues and collaborate closely with engineering teams to resolve defects.
• Contribute to product improvement by sharing customer feedback, feature requests, and insights.
• Maintain accurate documentation and build a scalable knowledge base.
• Drive continuous improvement in support processes and operational efficiency.
• Take ownership of customer review meetings and engagements as you grow into the role.
• Support team growth by mentoring junior members and sharing best practices.
• Event Management: Perform application monitoring activities for customers as part of event management
• 3-6 years of experience in technical support / application support / customer support roles
• Bachelors in information systems, Engineering, Computer Science or similar degree
• Strong problem-solving and analytical thinking skills
• Excellent communication skills and a customer-first mindset
• Experience working with ticketing tools, remote debugging, and incident management
• Ability to work in a fast-paced, global environment with high ownership
• Previous experience as a technical support specialist is a strong plus
• Experience using help desk software and remote support tools
• Exposure to software design and development lifecycles
• An ability to work well under pressure
• Excellent interpersonal and external communication skills with very good level of proficiency in spoken and written English.
• Basic knowledge of programming (Python, C++, Node.js, React) would be a plus.
• Exposure to Docker, CI/CD tools (Jenkins), or cloud environments would be an added advantage.
• Understanding of software development lifecycle (SDLC)

We offer a competitive compensation package depending on your profile. You will have a unique opportunity of being part of a young and fast-growing team where you can make your mark. This may include taking over and growing our service delivery for a marquee customer depending on your experience, skills, and drive. Compensation to be commensurate to your experience.

Trekea is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment at Trekea are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.