Technical Support Specialist

Easyship; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Stock options

Meal credits

Wellness reimbursement

Remote work flexibility

Generous vacation policy

Job summary

Easyship is seeking an onsite L2 Support Specialist in Bengaluru (MG Road) to deliver white-glove client support across time zones. You’ll own end-to-end resolution of complex issues, troubleshoot APIs, and coordinate with Zendesk and JIRA for transparent status updates.

Strong English, SaaS/support background, and comfort with night-shift collaboration are essential. Join a fast-growing logistics platform that rewards initiative, offers stock options, meal credits, wellness reimbursement, and

Qualifications

• Strong backend API knowledge and ability to debug REST/JSON issues.
• Experience with Zendesk and JIRA in SaaS or e-commerce support.
• Excellent written/spoken English and problem-solving mindset.
• Willingness to work night shifts (US hours) from Bengaluru.

Responsibilities

• Rapid Response: Monitor dedicated channels for immediate, expert-led responses while meeting SLAs.
• End-to-End Ownership: Manage the full lifecycle of complex issues from acknowledgement to closure.
• Expectation Management: Set clear ETA timelines based on complexity and resources.
• White-Glove Communication: Translate technical findings into clear client replies as Tier 2 POC.
• API Troubleshooting: Analyze API logs and webhook payloads to pinpoint failure points.
• Escalation Management: Resolve issues independently where possible.
• System Integrity: Sync Zendesk with JIRA for transparent status updates.
• Knowledge Sharing: Document troubleshooting guides and RCAs in Confluence.
• Shift Handoffs: Document findings and next steps before end of shift.

Skills

API Mastery

RESTful APIs

JSON debugging

Education

Bachelor's degree in CS/Engineering

Tools

Zendesk

JIRA

Job description

Easyship is one of the world's leading multi-carrier shipping software, built to make global eCommerce borderless. Since 2014, we've been on a mission to democratize logistics by removing the "black box" of international shipping costs and complexities. Trusted by over 100,000 brands, our platform provides a single "mission control" for global trade, offering access to 550+ courier services across 200+ destinations.

We are an award-winning, global team (Forbes 30 Under 30, TechInAsia's Best Startup) with offices in London, New York, Hong Kong, and beyond. We're growing fast, we value transparency, and we genuinely enjoy building the infrastructure that powers modern commerce. If you're ready to solve complex problems at scale, we'd love to have you join us.

Who We’re Looking For:

We are seeking L2 Support Specialists to serve our client support operations. In this critical, expert-led role, you will provide "white-glove" service to our most valued clients while acting as the bridge between frontline support and L3.

What you additionally need to know:

This is a full-time, onsite role based in our Bengaluru (MG Road) office. The role follows US collaboration hours (10:00 PM-7:00 AM IST) to support seamless cross-regional execution.

What would be you be responsible for:

• Rapid Response: Monitor dedicated external communication channels to provide immediate, expert-led responses to high-priority client issues, strictly adhering to SLAs.
• End-to-End Ownership: Own the full lifecycle of complex issues—from initial acknowledgement and investigation to client communication and final closure.
• Expectation Management: proactively set clear expectations regarding resolution timelines (ETA) based on issue complexity and resource availability.
• White-Glove Communication: Serve as the dedicated Tier 2 Point of Contact (POC), translating complex technical findings into clear, jargon-free public replies for clients.

2. Technical Investigation & Debugging

• API Troubleshooting: Analyse API logs and webhook payloads to pinpoint failure points in data transmission or integration logic.
• Escalation Management: Resolve issues independently whenever possible.
• System Integrity: Maintain synchronisation between Zendesk (client-facing) and JIRA (engineering) to ensure transparent status updates.
• Knowledge Sharing: Proactively document troubleshooting guides, common issues, and RCAs (Root Cause Analyses) in Confluence to upskill the wider team.
• Shift Handoffs: Ensure seamless continuity by thoroughly documenting findings and next steps in internal ticket notes before ending a shift.

1. You have a sound technical background in the following areas-

• API Mastery: In-depth understanding of RESTful APIs, including the ability to read and manipulate JSON requests/responses and debug webhook failures.
• Ticketing Systems: Operational fluency in Zendesk and JIRA (or similar enterprise-grade service management tools).

2. You have the required Soft Skills-

• Communication: Exceptional written and verbal English skills.
• Problem-Solving: A logical, investigative mindset that seeks the "why" behind an error, not just the "fix".
• Resilience: Comfortable working in a fast-paced, rotational shift environment (24/5 model) and managing high-severity incidents under pressure.
• You preferably have a Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Prior experience in SaaS or E-commerce logistics support.

If you're excited about this role but don't meet every requirement, we'd still love to hear from you.

What we bring to the table as an employer:

• Generous remuneration and stock units
• We reimburse gym and wellness expenses so you can invest in your health
• Zomato digital meal credits and pantry full of wholesome snacks to keep you fueled through the workday
• The freedom to 'Work from Anywhere' for 4 weeks in a year
• Generous vacation policy, plus duvet days and mental health days to truly recharge

How we value inclusion in our recruitment practices:

Easyship is an equal opportunity employer. We make all employment decisions- recruiting, hiring, pay, benefits, training, promotion, leave, and separation- based on qualifications, merit, and business needs. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, veteran or military status, citizenship, or any other characteristic protected by law.