Technical Support Engineer

Itilite; Bengaluru; On-site; INR 800,000 - 1,400,000; Full time

Job summary

ITILITE is seeking a proactive Product Support / Technical Support Engineer to join our Bengaluru-based team. You will deliver top-notch technical support for our SaaS products, mentor support agents, and drive continuous improvements in customer experience.

The role involves debugging issues, collaborating with engineering and product teams, and guiding the support process to ensure customer satisfaction and efficient operations. Strong communication and mentoring skills are essential.

Qualifications

• 2+ years of experience in a technical support role in SaaS.
• Strong analytical and problem-solving with a customer-first mindset.
• Working knowledge of React and Python.
• Excellent communication and collaboration skills.
• Mentoring and team-management capabilities.
• Ability to influence cross-functional stakeholders.
• Highly organized with action-oriented mindset.
• Knowledge of AWS services like CloudWatch, EventBridge, S3.

Responsibilities

• Provide high-quality technical support for SaaS products to ensure quick resolution and customer satisfaction.
• Debug and analyze application-related problems and escalate when needed.
• Collaborate with engineering and product teams to resolve recurring issues and enhance product quality.
• Guide and mentor support agents to improve technical and customer service performance.
• Track team metrics and performance data to identify trends and optimize support process.
• Influence cross-functional leadership to ensure a seamless support experience.
• Assist in developing and optimizing internal documentation and support workflows.
• Leverage customer insights to suggest process improvements and enhance support effectiveness.

Tools

React

Python

AWS CloudWatch

AWS EventBridge

AWS S3

Job description

ITILITE is a leading global brand in the Business Travel, Expense & Cards Management space.

Our mission is to help companies simplify their travel and expense processes, making it an enjoyable experience for employees. We operate on a B2B SaaS model, with a strong presence in the US and India, serving over 500 customers.

We are a Series C funded company, having raised over $45 million from Global Tier 1 VCs like Tiger Global, Z47, Greenoaks and Dharana Capital.

About the Role:

We are looking for a proactive and technically skilled Product Support / Technical Support Engineer to join our growing team. The ideal candidate will be responsible for delivering exceptional technical support, mentoring support agents, and driving continuous improvement in customer experience. You will play a critical role in debugging application issues, managing support processes, and collaborating with cross-functional teams.

Key Responsibilities:

• Provide high-quality technical support for our SaaS products, ensuring quick resolution and customer satisfaction.
• Debug and analyze application-related problems and elevate when needed.
• Collaborate with engineering and product teams to resolve recurring issues and enhance product quality.
• Guide and mentor support agents to improve their technical and customer service performance.
• Track team metrics and performance data to identify trends and optimize the support process.
• Influence and collaborate with cross-functional leadership to ensure a seamless support experience.
• Assist in the development and optimization of internal documentation and support workflows.
• Leverage customer insights and data to suggest process improvements and enhance support effectiveness.

Requirements:

• 2+ years of experience in a technical support role, preferably in a SaaS environment.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Working knowledge of React and Python is a plus.
• Excellent communication and collaboration skills.
• Strong mentoring and team management capabilities, with a focus on career development.
• Demonstrated ability to influence cross-functional stakeholders and drive initiatives to completion.
• Highly organized with a strong bias for action and outcomes.
• Knowledge of AWS services like Cloudwatch, Eventbridge, S3 is a plus

Why Join Us?

• Work with a passionate and driven team that values innovation and continuous improvement.
• Opportunity to directly impact product quality and customer satisfaction.
• Collaborative culture with strong support for personal and professional growth.