Support Generalist

Rightsline; India; On-site; INR 400,000 - 650,000; Full time

Benefits offered by this job

Provident Fund

Gratuity and statutory benefits

Comprehensive Group Medical Insurance

In-office meals

Hybrid work model

Career growth opportunities

Upskilling & leadership development

Employee engagement programs

Job summary

Rightsline India is seeking a motivated technical support specialist to help manage tickets, support API issues, and deliver exceptional customer service for our global media customers.

Based in Noida with hybrid work, you will collaborate across teams, maintain knowledge base, and ensure security/compliance standards are followed.

If you enjoy solving complex problems and building lasting relationships with clients, join our growing SaaS group.

Qualifications

• 1+ years of experience in a B2B technical support role.
• Formal degree preferences: BCOM/BBA/BA/MBA.
• Fluent written and spoken English; strong communication.

Responsibilities

• Manage and resolve support tickets via configuration, reporting, and DB queries.
• Assess customer needs to achieve satisfaction and build trust.
• Troubleshoot API issues and assist with requests.
• Support documentation and knowledge base updates.
• Collaborate with cross-functional teams and ensure ISO/SOC compliance.

Skills

B2B tech support

English communication

Ticket management

SQL knowledge

Excel data manipulation

Customer service

ownership/adaptability

Education

BCOM / BBA / BA & MBA preferred

Tools

JIRA

Rally

Pivotal

Job description

At Rightsline, we are redefining how the global media and entertainment industry manages and monetizes intellectual property. Since 2012, Rightsline has been trusted by some of the world’s most influential studios, broadcasters, and content owners to simplify the complex world of rights and royalties through powerful, intelligent technology.

Our cloud-based, fully integrated platform provides a single source of truth for managing rights, royalties, contracts, and financial workflows across markets, territories, and distribution channels. By bringing together data, automation, and collaboration in one configurable ecosystem, we enable organizations to unlock the full value of their content portfolios while operating with greater transparency, efficiency, and control.

At Rightsline, we combine deep industry expertise with cutting-edge technology to solve complex challenges at scale. Our teams work at the intersection of technology, media, and innovation—building solutions that power the business of content worldwide.

Joining Rightsline means becoming part of a collaborative, forward-thinking environment where your ideas, expertise, and contributions directly shape the future of rights and royalties management. If you are passionate about building impactful technology and working alongside talented global teams, Rightsline offers the platform to grow, innovate, and make a meaningful difference.

What You Will Own:

Ticket Management:

• Manage and resolve support tickets via software configuration, reporting, and database queries
• Triage issues into appropriate categories based on guidance and rules

Customer Satisfaction:

• Identify and assess customer needs to achieve satisfaction
• Build trust through open and interactive communication

Technical Support:

• Troubleshoot and assist customers with API issues and requests
• Assist with virtual customer training sessions and webinars
• Work with internal teams to resolve customer tickets within internal SLAs
• Participate in customer ticket prioritization meetings

Documentation and Knowledge Management:

• Provide accurate and complete information using the right methods and tools
• Keep records of customer interactions via provided tools
• Assist with documentation for knowledge base articles as needed
• *Collaborate with cross-functional teams
• *Ensure compliance with ISO 27001, SOC 1, SOC 2 frameworks

What You Bring:

• 1+ years experience in a B2B technical support role.
• BCOM,BBA, BA & MBA would be preferred.
• Ability to write clearly and concisely, and communicate instructions or explanations appropriately.
• Proficiency in reading and writing in English is required.
• Strong sense of ownership and proven ability to adapt.
• Familiarity with bug tracking and ticket management software (JIRA, Rally, Pivotal, etc.)
• Proficient in Excel and data manipulation
• Understanding of SQL and database practices.
• Excellent communication and customer service skills
• Ability to troubleshoot and resolve technical issues
• Strong problem-solving and analytical skills
• Experience with ticket management systems and software configuration
• Ability to work collaboratively with internal teams and build sustainable customer relationships

Work Environment & Expectations:

• Noida/NCR based
• Demonstrates flexibility to work in required shifts.
• Compliance with security and remote working policies

Compensation & Growth:

Competitive compensation aligned to market standards with strong career growth opportunities.

Life at Rightsline India:

At our India operations, we foster a culture of inclusiveness, accountability, and innovation. We believe in empowering our teams to take ownership, drive impact, and contribute meaningfully to global success.
We offer a structured yet flexible work environment that balances performance with employee well-being. Our benefits framework for India includes:

• Provident Fund, Gratuity, and all statutory benefits in compliance with applicable Indian labour laws
• Comprehensive Group Medical Insurance covering employees and their eligible dependents
• Group Personal Accident Insurance for enhanced financial security
• In-office meal benefits, including sponsored breakfast, lunch, and evening snacks
• Hybrid work model with clearly defined collaboration days
• Structured and transparent leave policy
• Career growth and advancement opportunities within a rapidly scaling global SaaS organization
• Continuous learning, upskilling, and leadership development support
• Quarterly employee engagement initiatives, along with celebrations and recognition programs

You will work alongside a globally connected team with strong leadership support and collaborative cross-functional exposure. We encourage proactive thinking, ownership, and initiative—ideas are welcomed, and execution is supported. As a people-first organization, we are committed to building a high-performance culture where growth, accountability, and innovation go hand in hand.

Information Security & Compliance Responsibilities:

• Adhere to ISMS policies and procedures
• Protect confidential and customer data
• Report security incidents
• Participate in compliance trainings and audits

Data Privacy & Confidentiality:

Employees must ensure proper handling of sensitive data in line with company policies and applicable laws.

Access & Control Responsibilities:

• Follow role-based access control principles
• Safeguard credentials

Equal Opportunity Statement:

Rightsline is an equal opportunity employer committed to diversity and inclusion.

Disclaimer:

This JD outlines responsibilities including compliance with company policies and may evolve based on business needs.