Technical Support Analyst

Intelex Technologies Ulc; Bengaluru; On-site; INR 500,000 - 750,000; Full time

Job summary

Intelex Technologies Ulc is seeking an experienced technical support specialist to manage ServiceChannel ticket queues via Zendesk, troubleshooting across APIs, EasyPay, FSM, and Data Direct, and providing timely updates to customers and internal teams.

You will collaborate with Support, Professional Services, Customer Success, Product, Engineering, and Management to resolve issues, document findings, and maintain SLA targets while identifying trends for improvements.

Qualifications

• English proficiency
• 2+ years of experience in a customer-facing technical support or SaaS/product support role
• Strong understanding of SaaS products, API docs, troubleshooting workflows, and escalation management
• Experience using Zendesk or similar ticketing platforms to manage SLAs and communications
• Ability to troubleshoot across API operations, payments, FSM, data delivery, user access, and configuration
• Strong written and verbal communication to explain technical issues to diverse audiences
• Ability to run customer meetings, gather requirements, and drive resolution
• Strong documentation for knowledge bases and escalation summaries
• Analytical mindset to identify trends and recurring issues
• Ability to manage multiple cases across product areas
• Collaborative across Support, Product, Engineering, and Management

Responsibilities

• Receive, triage, and manage technical support tickets through Zendesk for multiple ServiceChannel products.
• Monitor ticket queues and prioritise inbound requests per Support Queue owner.
• Troubleshoot customer issues using docs, API swagger, logs, and knowledge bases.
• Conduct initial investigation to classify issues and decide escalation.
• Communicate updates to customers and stakeholders via email and meetings.
• Advise customers and internal teams on product updates and troubleshooting steps.
• Collaborate with cross-functional teams to resolve complex issues.
• Escalate defects with clear steps and evidence.
• Build and improve internal knowledge articles and playbooks.
• Identify trends across APIs and products to inform improvements.
• Document issue details and resolutions in Zendesk, Jira, Confluence, etc.
• Maintain SLA targets while balancing cases; suggest preventive actions

Skills

Customer-facing support

SaaS product knowledge

Zendesk experience

Technical troubleshooting

Written & verbal communication

Cross-functional collaboration

Analytical mindset

Tools

Zendesk

Jira

Confluence

Slack

MS Teams

Excel

SharePoint

Job description

Role Responsibilities

• Receive, triage, and manage assigned technical support tickets through Zendesk for ServiceChannel products including APIs, EasyPay, FSM, Data Direct, and related platform services.
• Monitor assigned ticket queues, prioritize inbound requests as directed by Support Queue owner, and ensure timely updates are provided to customers, internal stakeholders, and management.
• Troubleshoot customer-reported issues using available documentation, API swagger documentation, product knowledge, system tools, logs, support history, and internal knowledge resources.
• Perform initial investigation and root cause analysis to determine whether issues are customer-side, configuration-related, product-related, integration-related, or require escalation.
• Communicate directly with customers via email and meetings to clarify issues, provide status updates, explain next steps, and guide them through resolution where applicable.
• Advise customers and internal teams on product updates, known issues, configuration changes, process changes, and recommended troubleshooting steps.
• Collaborate with ServiceChannel Support, Professional Services, Customer Success, Product, Engineering, and Management teams to resolve complex or recurring issues.
• Escalate defects, system errors, recurring failures, and product gaps to Engineering or Product teams with clear documentation, supporting evidence, business impact, and reproduction steps.
• Build, maintain, and improve internal knowledge articles, troubleshooting guides, support playbooks, and process documentation for ServiceChannel team members.
• Identify trends and patterns across APIs, EasyPay, FSM, Data Direct, and other product support cases to help management understand recurring issues, customer impact, and potential process improvements.
• Document issue details, customer communications, resolution steps, root cause, and escalation history clearly within Zendesk, Jira, Confluence, or other applicable systems.
• Maintain SLA response and resolution targets while balancing multiple support cases across different product areas; recommend preventive actions, automation opportunities, documentation improvements, and operational changes to reduce repeat support incidents.

Skill and Qualification Requirements

• English proficiency
• 2+ years of experience in a customer-facing technical support, SaaS support, application support, implementation support, or product support role
• Strong functional understanding of SaaS products, API documentation, technical troubleshooting workflows, customer support operations, and escalation management
• Experience using Zendesk or similar ticketing/support platforms to manage customer issues, ticket queues, SLAs, and support communications
• Ability to troubleshoot across diverse product areas including API CRUD operations, payment workflows, FSM activity, reporting/data delivery, user access, configuration, file processing, and system behavior
• Strong written and verbal communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences
• Ability to conduct customer-facing meetings, gather requirements, explain findings, and drive issues toward resolution
• Strong documentation skills with the ability to create repeatable knowledge articles, troubleshooting guides, internal notes, and escalation summaries
• Analytical mindset with the ability to identify trends, patterns, repeat issues, and potential product or process gaps
• Ability to prioritize and manage multiple active support cases simultaneously across different product areas
• Collaborative mindset with the ability to work across Support, Professional Services, Customer Success, Product, Engineering, and Management teams

Tools and Systems Used

• ServiceChannel.com
• EasyPay
• FSM
• Data Direct- Zendesk
• Jira
• Confluence
• Slack
• Microsoft Teams
• Microsoft Office Suite
• SharePoint
• Excel
• Support monitoring tools
• Product documentation and internal knowledge bases

Disclaimer

Disclaimer: This job posting and Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.