Technical Support Engineer I

Powerschool India; Bengaluru; On-site; INR 500,000 - 700,000; Full time

Job summary

Powerschool India in Bengaluru is seeking a capable Technical Support Engineer to join our SaaS-focused team. You will handle customer inquiries via phone, email, and chat, diagnose issues, and guide resolution to restore functionality.

The role emphasizes strong English communication, Salesforce CRM experience, and the ability to manage multiple tasks with care and accuracy. Join a dynamic team focused on customer success.

Qualifications

• 2+ years in a technical support role, ideally SaaS.
• Proficient in Microsoft Office and Salesforce.
• Strong English communication, both written and spoken.
• Customer service and time-management skills.

Responsibilities

• Serve as initial contact for customer inquiries via phone, email, and chat.
• Diagnose issues, research solutions, and restore functionality.
• Escalate complex cases to engineering while maintaining follow-up.
• Document interactions and troubleshoot steps in the case system.
• Produce incident summaries and support knowledge sharing.
• Collaborate with development to report defects and improvements.
• Participate in product evaluations and usability testing.
• Maintain knowledge base articles for internal and self-service use.

Skills

Technical support

Customer service

Salesforce CRM

English communication

Education

Associate degree or equivalent

Bachelor's degree in technical field (preferred)

Tools

Salesforce

Microsoft Office

CRM experience

Job description

Job Summary

Our Support team provides a broad spectrum of training and technical support for our customers. From accurately analyzing and troubleshooting, to diagnosing and resolving software or system issues, this team offers world-class technical support with a strong focus on maximizing customer satisfaction.

The Technical Support team provides solutions-oriented technical support with a strong focus on customer service that is designed to maximum customer satisfaction while reaching our organizational goals.

Your day-to-day job will consist of:

• Serves as the initial point of contact for customer inquiries via phone, email, and chat, accurately assessing urgency and impact to prioritize work
• Owns customer issues through to resolution by performing diagnostics, researching solutions, and applying technical expertise to restore functionality
• Escalates complex or high impact cases to the appropriate engineering or support teams while maintaining accountability for customer communication and follow through
• Documents all customer interactions, troubleshooting steps, and outcomes in the case management system to support knowledge sharing and trend analysis
• Produces standard statistical reports, such as incident summaries as help desk incident reports
• Partners with development teams to communicate reproducible defects, provide detailed error information, and recommend improvements that enhance product quality
• Participates in product evaluations by testing software or hardware to assess usability and validate product performance
• Identifies recurring issues and opportunities to improve processes, documentation, or self-service resources to enhance the overall customer experience
• Creates and maintains knowledge base articles for both internal teams and customer self-service resources
• Performs other duties as needed to support team success and evolving business requirements

Minimum Qualifications

• 2 + years prior experience in a technical support role ideally in a Saas software company
• Proficient in Microsoft Office suite
• Salesforce experience required
• Prior CRM Experience Required
• Strong attention to detail and time management
• Strong oral and written communication skills in English
• Strong customer service and conflict resolution skills
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
• Maintaining a positive attitude and fostering a collaborative and unified work environment.
• Associate s degree or equivalent work experience, bachelors degree in a technical field preferred