Technical Customer Support Engineer with US Product based Co Pune (Work from Office)

Seventh Contact Hiring Solutions; Pune District; On-site; INR 450,000 - 750,000; Full time

Job summary

Seventh Contact Hiring Solutions is seeking a Technical Customer Support Engineer in Pune. You will be the first point of contact for customers, addressing inquiries, troubleshooting issues, and ensuring satisfaction with our SaaS products.

The role requires 1+ years in technical support for SaaS, strong communication skills, and the ability to learn quickly. Hybrid/Remote work with rotational shifts and a focus on customer satisfaction.

Qualifications

• 1+ years in a technical support role in SaaS enterprise products
• Strong communication and interpersonal skills
• Ability to learn and apply new skills quickly
• Experience with SQL and REST APIs

Responsibilities

• Serve as first point of contact for customers, addressing inquiries
• Troubleshoot issues and ensure customer satisfaction with products
• Collaborate with cross-functional teams to resolve problems quickly

Skills

SQL querying

REST APIs

Postman

Kibana

Grafana

Incident management

SLA knowledge

Cloud fundamentals

Python basics

Communication skills

Interpersonal skills

SaaS experience

Technical support

Energy domain background

Education

Bachelor’s Degree in Engineering or related

Tools

JIRA

Job description

Job Title – Technical Customer Support EngineerExp – 1-3 yrsWork Mode – Hybrid /RemoteRotational ShiftLocation - Pune

The PositionWe are seeking a Technical Customer Support Engineer who is passionate about helping customers, solving problems, and improving user experiences. You’ll be the first point of contact for our customers, handling inquiries, troubleshooting issues, and ensuring satisfaction with our products and services.

Responsibilities & Skills

• Problem solver, Independent worker, logical and critical thinker.
• Highly adaptable to a new working environment.
• Ability in Learning new skills and applying them for efficient customer issue resolutions.
• Ability to work in 24/7 rotational shifts.
• Client oriented thinking, ensuring high customer satisfaction indices.
• Collaboration with cross-functional teams.
• Ability to explain technical concepts to non-technical individuals.

Required Skills

• Excellent communication and interpersonal skills.
• Bachelor’s degree or equivalent experience.
• 1+ years in a Technical support role in SaaS enterprise products.
• Strong Experience with SQL for querying databases.
• Knowledge of REST APIs, Postman, Kibana, Grafana.
• Experience with ticketing systems like JIRA. Incident management, Escalations and SLAs.
• Basic Knowledge on cloud technologies.
• Basic Python knowledge.
• Having a background in the clean energy domain is an added advantage.

Qualifications

Bachelor’s Degree in Engineering or related.