Support Engineer

Weekday AI (YC W21); Maharashtra; On-site; INR 200,000 - 600,000; Full time

Job summary

A leading technology company based in Mumbai is seeking a Support Engineer to resolve technical issues and enhance customer experiences. This entry-level role requires 1-3 years in technical support or customer success, with strong communication and troubleshooting skills. Responsibilities include troubleshooting SaaS issues, serving customer queries, and documenting complex problems. The ideal candidate will thrive in a fast-paced environment with a proactive attitude. This position offers a competitive salary ranging from INR 200,000 to 600,000.

Qualifications

• 1-3 years of hands-on experience in technical support or customer success.
• Strong understanding of troubleshooting for web/mobile applications and APIs.
• Excellent communication skills to explain complex concepts.

Responsibilities

• Troubleshoot and resolve technical issues related to a SaaS platform.
• Serve as the first point of contact for customer queries.
• Document and track complex issues for engineering teams.

Skills

Technical support

Customer success

Troubleshooting methodologies

API knowledge

Communication skills

Analytical thinking

Tools

Freshdesk

Zendesk

Job description

This range is provided by Weekday AI (YC W21). Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Salary range: Rs 200000 - Rs 600000 (ie INR 2-6 LPA)

Min Experience: 1 years

Location: Mumbai

JobType: full-time

This role is ideal for a technically strong, customer-focused professional who enjoys solving problems and ensuring seamless product experiences. As a Support Engineer, you will be responsible for resolving technical issues, guiding customers, and ensuring smooth post-implementation support. Your work will directly contribute to user satisfaction, platform stability, and overall product excellence. You will collaborate closely with product, engineering, and customer success teams to streamline problem resolution, enhance product usability, and minimize customer friction. This role requires quick thinking, strong analytical ability, and the motivation to deliver high-quality support in a fast-paced environment.

Key Responsibilities

• Troubleshoot and resolve technical issues related to a SaaS-based platform across web, mobile, and integrated systems
• Serve as the first point of contact for customer queries through email, chat, or phone
• Document, elevate, and track complex issues, ensuring clear communication with engineering teams
• Maintain and update knowledge bases, FAQs, and internal documentation for faster problem resolution
• Conduct proactive system checks and monitor platform performance to identify potential concerns early
• Assist customers in understanding features, workflows, and configurations to maximize product adoption
• Provide structured feedback to cross‑functional teams to support continuous improvement
• Build strong relationships with customers by demonstrating patience, empathy, and solution‑oriented communication
• Ensure SLA compliance and regularly report on support metrics
• Design and configure automated workflows, intelligent bots, and customer engagement journeys for enterprise users
• Assist in deployments, integrations, and go-live activities for large-scale clients, ensuring a smooth and validated onboarding experience

What Makes You a Great Fit

You will thrive in this role if you bring:

• 1-3 years of hands‑on experience in technical support, customer success, or similar roles within SaaS or CRM environments
• Strong understanding of troubleshooting methodologies for web/mobile applications and API-based systems
• Excellent communication skills, with the ability to explain complex concepts clearly and calmly
• Good foundational knowledge of APIs, webhooks, integrations, or a willingness to learn quickly
• Ability to multitask, stay organized, and work efficiently in a fast-paced environment
• Analytical thinking, attention to detail, and a problem‑solving mindset
• Experience working with helpdesk tools such as Freshdesk, Zendesk, or similar platforms
• A proactive attitude, ownership mindset, and the ability to stay composed in high-pressure support scenarios
• Interest in building customer journeys, automations, and intelligent workflows using platform tools

Seniority level: Entry level

Employment type: Full‑time

Job function: Other

Industries: IT Services and IT Consulting

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