Senior Customer Support Engineer - SaaS

Amplify-now; Thane; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Amplify-now is seeking an experienced SaaS support professional to be the front line for B2B clients. You will handle queries via Zendesk, troubleshoot app behaviours, and collaborate with Product, Engineering, and QA to drive fixes and improve support processes.

The role requires strong problem-solving, clear communication, and the ability to manage priorities across an active queue, including UK/US client interactions and a 12 PM–9 PM IST shift.

Qualifications

• 8+ years in SaaS support or technical support, ideally for a B2B SaaS product
• Hands-on experience using Zendesk (or similar) to manage support queues
• Strong problem-solving skills with a basic understanding of web apps, APIs, and data formats like JSON or SQL

Responsibilities

• Provide responsive, high-quality support to B2B clients via 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
• Collaborate with Product, Engineering, and QA to raise defects, triage, fix, and release
• 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 during major issues
• Suggest improvements to documentation, tools and internal support processes
• Troubleshoot product issues, reproduce bugs, and write clear bug reports for devs
• Work with developers to QA and verify customer-facing bug fixes before release
• Create and maintain Support Desk knowledge base and technical documentation
• Identify recurring issues and propose process improvements to cut turnaround times
• Manage escalations professionally with customers across the UK and US

Skills

Zendesk

Problem solving

Clear communication

Independent worker

Team player

IST shift

Tools

Postman

Datadog

Sentry

DevTools

SQL

JSON

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.
• Troubleshoot product issues, reproduce bugs, and write clear bug reports for the development team
• Work closely with developers to QA and verify customer-facing bug fixes before release
• Create, maintain and improve the Support Desk knowledge base and technical documentation
• Identify recurring issues and propose process improvements that cut turnaround times
• Manage escalations professionally with customers across the UK and US

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.
• 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.
• 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.
• QA / manual testing experience, especially testing software fixes
• Experience writing or owning a knowledge base or help centre
• Experience with Zendesk, Freshdesk, Jira or Confluence
• A track record of improving support processes or metrics (CSAT, resolution time)