Technical Support Specialist

Orvera; Pune District; On-site; INR 600,000 - 900,000; Full time

Job summary

Orvera in Pune, India is seeking a Technical Support Specialist to deliver high-quality support for our B2B SaaS platform. You will diagnose issues across application, API, and system layers and collaborate with Engineering, Customer Success, and DevOps to restore service quickly.

The role emphasizes incident response, clear communication, and knowledge sharing. It offers growth into advanced support, with a collaborative, engineering-aligned environment and competitive compensation in Pune.

Qualifications

• 2–5+ years of experience in Technical Support, Application Support, or Production Support.
• Strong problem-solving skills and comfort troubleshooting technical systems.
• Working knowledge of web applications, APIs, and basic system concepts.
• Strong written and verbal communication skills.
• Ability to manage multiple tickets and priorities in a structured environment.

Responsibilities

• Troubleshoot and resolve customer-reported technical issues across application, API, and system layers.
• Analyze logs, system behavior, and configuration issues to identify root causes.
• Escalate complex issues to Engineering with clear documentation and reproduction steps.
• Communicate clearly with customers regarding issue status and resolution.
• Support incident response during outages or high-severity issues and provide timely updates.
• Document issues, resolutions, and workarounds in ticketing systems and knowledge bases.

Skills

Technical support

Problem solving

Web applications

APIs

Communication

Tools

Zendesk

Jira Service Management

SQL basics

Job description

# TechnicalSupportSpecialistPune, IndiaFull-timeOn-siteOperations & SupportApply for this roleSee all open roles## Role overviewWe are seeking **Technical Support Specialist** to provide high-quality technical support for our B2B SaaS platform. This role focuses on diagnosing and resolving technical issues, supporting customers during incidents, and ensuring reliable day-to-day product usage for enterprise and mid-market customers.You will work closely with Engineering, Customer Success, and DevOps teams to resolve issues efficiently and improve product stability over time.## Key responsibilities### Technical Issue Resolution* Troubleshoot and resolve customer-reported technical issues across application, API, and system layers* Analyze logs, system behavior, and configuration issues to identify root causes* Escalate complex issues to Engineering with clear documentation and reproduction steps### Customer Communication & Incident Support* Communicate clearly and professionally with customers regarding issue status and resolution* Support incident response during outages or high-severity issues* Provide timely updates and manage expectations during active issues### Product & Platform Knowledge* Develop deep understanding of product workflows, features, and configurations* Assist customers with setup, configuration, and best practices* Support integrations and data-related issues where applicable### Process & Documentation* Document issues, resolutions, and workarounds in ticketing systems and knowledge bases* Identify recurring issues and contribute to root-cause analysis and preventive fixes* Suggest product or process improvements based on support trends### Cross-Functional Collaboration* Partner with Engineering and DevOps to improve product reliability and supportability* Work with Customer Success to ensure smooth customer experience post-resolution* Contribute to support process improvements and tooling enhancements### Qualifications* 2–5+ years of experience in **Technical Support, Application Support, or Production Support*** Strong problem-solving skills and comfort troubleshooting technical systems* Working knowledge of web applications, APIs, and basic system concepts* Strong written and verbal communication skills* Ability to manage multiple tickets and priorities in a structured environment### Preferred Experience* Experience supporting B2B SaaS or enterprise software products* Familiarity with ticketing systems (Zendesk, Jira Service Management, or similar)* Exposure to SQL, logs, or basic scripting for troubleshooting* Experience supporting global or enterprise customers### What We Offer* Opportunity to work on production systems used by global customers* Clear growth path into advanced support, engineering, or customer success roles* Collaborative, engineering-aligned support environment* Competitive compensation and benefits in **Pune, India**## At a glanceLocation: Pune, IndiaEmployment type: Full-timeLocation type: On-siteDepartment: Operations & Support