Technical Support Engineer I

PowerSchool; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

PowerSchool in Bengaluru, India seeks an experienced Technical Support professional to deliver solutions-oriented assistance for our cloud-based K-12 software. You will be the first point of contact via phone, email, and chat, resolving issues and guiding customers through complex diagnostics.

Ideal candidates have 2+ years in SaaS tech support, solid English communication, Salesforce/CRM experience, and the ability to manage multiple tasks with a positive, collaborative mindset.

Qualifications

• 2+ years of 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 interruptions.
• Maintaining a positive attitude and fostering a collaborative environment.
• Associate degree or equivalent; bachelor's degree in a technical field preferred.

Responsibilities

• Serves as the initial point of contact for customer inquiries via phone, email, and chat.
• Owns customer issues through to resolution by diagnostics and applying technical expertise.
• Escalates high-impact cases to engineering or support teams while keeping customers informed.
• Documents all customer interactions in the case management system.
• Produces standard reports such as incident summaries for help desk analysis.
• Partners with development teams to communicate defects and suggest improvements.
• Participates in product evaluations by testing software or hardware.
• Identifies recurring issues and suggests process or self-service improvements.
• Creates and maintains knowledge base articles for internal and self-service resources.
• Performs other duties to support team success.

Skills

Technical support experience

SaaS

Microsoft Office

Salesforce

CRM experience

Communication skills

Education

Associate degree

Bachelor's degree in technical field

Tools

Salesforce

Job description

Overview:

About PowerSchool

At PowerSchool, we power education for students around the world. As the global leader in cloud-based K-12 software, we support the full education ecosystem from the central office to the classroom to the home. Joining PowerSchool means being part of a mission-driven team that is transforming K-12 education by helping schools operate more effectively and deliver better outcomes for educators, students, and families.

Team Overview

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.

Responsibilities:

Description

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 workÂ
• Owns customer issues through to resolution by performing diagnostics, researching solutions, and applying technical expertise to restore functionalityÂ
• Escalates complex or high impact cases to the appropriate engineering or support teams while maintaining accountability for customer communication and follow throughÂ
• Documents all customer interactions, troubleshooting steps, and outcomes in the case management system to support knowledge sharing and trend analysisÂ
• Produces standard statistical reports, such as incident summaries as help desk incident reportsÂ
• Partners with development teams to communicate reproducible defects, provide detailed error information, and recommend improvements that enhance product qualityÂ
• Participates in product evaluations by testing software or hardware to assess usability and validate product performanceÂ
• Identifies recurring issues and opportunities to improve processes, documentation, or self-service resources to enhance the overall customer experienceÂ
• Creates and maintains knowledge base articles for both internal teams and customer selfâservice resourcesÂ
• Performs other duties as needed to support team success and evolving business requirementsÂ

Qualifications:

Minimum Qualifications

• 2 +â¯yearsââ¯prior experience in a technical support roleâ¯ideally in a Saasâ¯software companyâ¯Â
• Proficient in Microsoft Office suiteâ¯Â
• Salesforce experienceâ¯requiredâ¯â¯Â
• Prior CRM Experience Requiredâ¯Â
• Strong attention to detail and time managementâ¯Â
• Strong oral and written communication skillsâ¯in Englishâ¯Â
• Strong customer service and conflict resolution skillsâ¯Â
• Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changesâ¯Â
• Maintaining a positive attitude and fostering a collaborative and unified work environment.â¯Â
• Associateâs degree or equivalent work experience,â¯bachelor'sâ¯degreeâ¯in a technical fieldâ¯preferredâ¯Â

EEO Commitment:

PowerSchool is committed to a diverse and inclusive workplace. PowerSchool is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. Our inclusive culture empowers PowerSchoolers to deliver the best results for our customers. We not only celebrate the diversity of our workforce, we celebrate the diverse ways we work. If you have a disability and need an accommodation regarding our recruiting process, please let us know by emailing [e-mail].