Support Analyst I

Onit; Pune District; On-site; INR 480,000 - 720,000; Full time

Benefits offered by this job

Health Coverage: Employee and family

Flexible paid time off

Extended family leave and adoption sur

Life and disability insurance

Voluntary benefits

Flexi/NPS tax-advantaged accounts

Volunteer day

Job summary

Onit is seeking a Software Support Analyst I to deliver world-class technical support via phone, email, and online for our AI-powered legal operations platform. The role requires a knack for solving problems, a solid technical grounding, and the ability to explain complex ideas clearly.

You will develop deep product knowledge, educate users on features, and contribute to ongoing improvements while coordinating with cross-functional teams in a fast-paced, dynamic environment.

Qualifications

• 1–2 years of technical support or SaaS experience.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication.
• Familiarity with programming concepts.

Responsibilities

• Provide front-line and ongoing technical support for Onit's products and solutions
• Develop and maintain expert knowledge on Onit's product suite
• Educate users on all functions and features of our product line
• Provide feedback on product features, performance and market trends
• Work in a fast paced environment with minimal oversight
• Own projects end-to-end from idea to completion
• Support delivery and implementation services as necessary

Skills

Technical support

Problem solving

Communication

Multi-tasking

Tools

Salesforce

Job description

About Onit

We're redefining the future of legal operations through the power of AI. Our cutting-edge platform streamlines enterprise legal management, matter management, spend management and contract lifecycle processes, transforming manual workflows into intelligent, automated solutions.

Position Summary

Onit is growing and we are in need of an experienced Software Support Analyst I. The role provides world-class technical support via phone, email and online, for clients utilizing Onit's suite of products. We are seeking someone who enjoys solving problems for other people, has a strong technical background (we will provide training on our products and services) and can explain complex ideas and concepts in a clear, simple manner.

Key Responsibilities

Supporting the effort to ensure the highest levels of client satisfaction with our products and services, the Software Support Analyst will have the following responsibilities and duties:

• Provide front-line and ongoing technical support for Onit's products and solutions
• Develop and maintain expert knowledge on Onit's product suite
• Educate users on all functions and features of our product line
• Provide feedback and suggestions on product features, product performance, alternative solutions and market trends
• Work in a fast paced and dynamic environment, with minimal oversight and direction
• Own projects end-to-end, from idea to completion
• Participate effectively as an individual and team contributor within a multifaceted technology environment
• Support delivery and implementation services as necessary

Required Skills

• 1-2 years of related technical support or software implementation experience (SaaS software preferred)
• Demonstrated ability to quickly understand business requirements and expectations
• General understanding of programming fundamentals
• Excellent verbal and written communication skills
• Detail-oriented with strong organizational skills
• Excellent Microsoft Office Suite and general documentation proficiency
• Ability to multi-task and prioritize across several projects simultaneously
• Prior experience working on integrations/Salesforce is a plus.

Benefits & Perks That Support You

• Health Coverage: Employee and immediate family members.
• Time Away: Flexible paid time off and 10 company paid holidays annually.
• Family Support: Exceptional paid leave for birth parents, non-birth parents, and caregivers. Onit also offers surrogacy and adoption reimbursement.
• Income Protection: 100% employer-paid life and disability insurance.
• Additional Coverage Options: Voluntary benefits including hospital indemnity, critical illness, accident .
• Tax-Advantaged Accounts: Flexi, NPS.
• Community Engagement: One paid volunteer day each year to give back to the community.

Our Commitment to Applicants

We know that not everyone will check every box in a job description. At Onit, we value diversity, inclusion, and authenticity. If you're excited about this role but your experience doesn't align perfectly with every qualification, we encourage you to apply. You may be exactly who we're looking for.

Onit Values

Customer First - Customer success is our success. We deliver value, listen, and act on customer needs.

Purposeful Innovation - Innovation fuels our growth. We harness creativity to solve problems and lead with the intentions and expertise.

Win as One - Teamwork is how we win. We are accountable, act with integrity, and communicate openly.

Intentional Growth - Our people are the difference. We create an environment with compelling work, impactful contributions, and career growth.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.