Technical Support Engineer

Zluri

Bengaluru

On-site

INR 600,000 - 800,000

Full time

14 days+

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Job summary

A leading SaaS company in Bengaluru is seeking a Technical Support Engineer to join their team. This role involves customer interaction to resolve technical issues in a B2B environment. The ideal candidate will have experience with SaaS products and a strong ownership mindset, ensuring customer issues are addressed effectively. Responsibilities include troubleshooting platform issues and collaborating with engineering teams for solutions. This is a full-time position offering an inclusive work environment.

Qualifications

2–5 years of experience in a customer-facing Technical Support role in a B2B SaaS environment.
Experience troubleshooting APIs and cloud-based systems.

Responsibilities

Understand customer issues and guide them toward resolution.
Take end-to-end ownership of customer support issues.
Communicate clearly and proactively with customers.
Collaborate with Engineering to debug complex issues.

Skills

SaaS product understanding

API troubleshooting

Data flow experience

Understanding of user roles

Problem-solving skills

Customer-first mindset

Education

Bachelor's / Master's degree in a related field

Tools

Ticketing systems

Job description

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Reporting to

Manager- Global Support and Operations.

About Us

Zluri is a next-gen Identity Governance and Administration (IGA) platform that enables IT and security teams to discover identities and applications, streamline access management, and automate access reviews—all from a single, intuitive interface. With Zluri, organisations automate compliance readiness and ensure that the right people have the right access to the right applications at the right time, with minimal time and manual effort.

Role Summary

We are seeking a Technical Support Engineer who enjoys working directly with customers to resolve a wide range of technical and product-related issues in a B2B SaaS environment.

This role combines hands‑on technical troubleshooting with regular customer interaction. You will work across multiple areas of the Zluri platform — including integrations, workflows, configurations, and identity‑ and access‑related use cases — helping customers successfully use both existing and newly introduced capabilities. You will also partner closely with Engineering, Product, and Customer Success teams to ensure customer issues are resolved effectively, and insights from the field are fed back into the product.

Key Responsibilities

Work directly with customers to understand issues, gather context, and guide them toward resolution
Take end‑to‑end ownership of customer issues, including investigation, communication, escalation, and follow‑through until resolution
Troubleshoot problems across the Zluri platform, spanning integrations, APIs, workflows, configurations, and data flows
Support customers in using and adopting new and evolving product capabilities, including identity and governance‑related features
Communicate clearly and proactively with customers throughout the support lifecycle, setting expectations and providing updates
Collaborate with Engineering to debug complex issues and provide clear, actionable problem statements
Translate customer pain points and recurring issues into meaningful inputs for Product and Engineering teams
Engage with customers beyond tickets when deeper investigation or collaboration is required (e.g., calls, screen shares)
Create and maintain documentation, troubleshooting guides, and internal runbooks to improve efficiency and customer self‑service

Qualification and Experience

Education: Bachelor's / Master's degree in a related field
Experience: 2–5 years of experience in a customer‑facing Technical Support, Solutions Support, or similar role in a B2B SaaS company

Key Skills

Strong understanding of SaaS products, cloud‑based systems, and integrations
Experience troubleshooting APIs, data flows, and configuration‑driven behavior
Practical familiarity with concepts such as users, permissions, roles, and access‑related workflows
Ability to explain technical issues clearly to customers with varying levels of technical expertise
Strong ownership mindset, problem‑solving skills, and customer‑first attitude
Experience working with ticketing and issue‑tracking systems

Nice to Have

Exposure to IAM or IGA concepts
Experience supporting enterprise or IT‑focused SaaS products
Familiarity with identity providers, SSO, or provisioning standards (e.g., SCIM, SAML, OAuth)
Experience working closely with Customer Success or Account teams
Basic scripting, querying, or automation experience

What Success Looks Like

Customers feel heard, supported, and confident in the solutions provided
Issues are owned and resolved efficiently with clear, consistent communication
Complex customer problems are broken down and addressed systematically
Strong trust is built with customers through reliable, high‑quality support
Product and Engineering teams benefit from clear feedback, customer insights, and well‑documented issues
You become a trusted problem solver across multiple areas of the Zluri platform

Zluri values diversity and inclusivity, fostering an environment where every individual feels welcome and respected. We are an Equal Opportunity Employer, providing fair consideration to all qualified applicants, regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.

Seniority level