Technical Support Specialist - SaaS Web Applications

Diligent; Bengaluru; Hybrid; INR 600,000 - 1,200,000; Full time

Job summary

Diligent in Bengaluru is seeking an experienced Technical Support professional to assist global customers with web-based SaaS issues. You will diagnose problems, ask diagnostic questions, and guide customers through resolutions, collaborating with engineering and product teams as needed.

The role requires strong English communication, ownership of cases, and the ability to work in an EMEA-aligned shift. Hybrid work from Bengaluru with substantial onsite presence is expected.

Qualifications

• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal English communication.
• Experience handling customer-reported technical issues in a SaaS environment.
• Ability to explain technical concepts clearly to non-technical users.
• Experience collaborating with escalation teams (Tier 2, Engineering).

Responsibilities

• Provide technical support to external customers and internal stakeholders via phone and email.
• Troubleshoot web-based SaaS issues by diagnosing problems and selecting the right path.
• Investigate configurations, user settings, and application behavior to identify causes.
• Reproduce issues and determine if they relate to user config, behavior, or product defects.
• Escalate issues to Tier 2, Product, or Engineering with clear reproduction steps.
• Provide engineers with clear, actionable information and evidence.
• Use documentation and prior cases to resolve issues.
• Maintain regular communication with customers throughout the process.
• Take ownership and drive issues to resolution with proper follow-up.
• Collaborate with cross-functional teams to resolve complex problems.
• Continuously build knowledge of product and troubleshooting processes.

Skills

Troubleshooting

English communication

Customer focus

Technical support

Jira familiarity

Tools

Jira

Job description

What You’ll Do

• Provide technical support to external customers and internal stakeholders through phone and email.
• Troubleshoot web-based SaaS application issues by understanding the customer’s problem, asking relevant diagnostic questions and identifying the appropriate troubleshooting path.
• Investigate application issues by checking configurations, user settings, application behaviour, history and available diagnostic information.
• Reproduce customer-reported issues and determine whether the issue is related to user configuration, application behaviour or a potential product defect.
• Perform initial investigation and troubleshooting before escalating issues to Tier 2, Product or Engineering teams.
• Provide Engineering/escalation teams with clear technical information, reproduction steps and relevant evidence when raising issues.
• Use product documentation, knowledge-base articles and previous support cases to troubleshoot and resolve customer issues.
• Clearly explain technical concepts and solutions to non-technical customers.
• Maintain regular communication with customers throughout the investigation and resolution process.
• Take ownership of customer issues through to resolution while ensuring appropriate follow-up and escalation.
• Collaborate with Tier 2, Engineering, Customer Success and other internal teams to resolve complex issues.
• Continuously build knowledge of the product, application functionality and technical troubleshooting processes.

What We’re Looking For

• 5+ years of experience in Technical Support, Product Support, Application Support or Customer Support in a SaaS/software/product environment.
• Hands-on experience supporting web-based applications.
• Strong troubleshooting and problem-solving skills.
• Ability to investigate an issue systematically, reproduce problems, test possible solutions and isolate the likely cause.
• Experience handling customer-reported technical issues and working with internal escalation/engineering teams.
• Strong written and verbal English communication skills.
• Comfortable communicating with customers over phone and email.
• Ability to explain technical concepts clearly to non-technical users.
• Strong sense of ownership and ability to manage customer issues through resolution.
• Willingness to work in an EMEA-aligned shift, currently expected to start around 1:30 PM IST, with occasional crossover coverage for America shifts when required.
• Willingness to work in a hybrid model from our Bengaluru office, with onsite work expected at least 50% of the time.

Good to Have

These are preferred, not mandatory:

• Experience supporting enterprise SaaS applications.
• Experience in complex business applications or domains such as GRC, governance, risk or compliance.
• Experience with Jira or similar ticket/bug-management tools.
• Exposure to identifying, documenting and escalating product defects.
• Basic knowledge of SQL/database queries or scripting.
• Experience working with logs, APIs or other application troubleshooting tools.

What You’ll Get

At Diligent, you’ll work with a global team supporting a large SaaS platform and gain exposure to complex customer problems, product troubleshooting and cross-functional collaboration.

You’ll have the opportunity to:

• Work on complex SaaS application issues.
• Develop deeper technical troubleshooting skills.
• Work closely with Product and Engineering teams.
• Support global customers.
• Build expertise in enterprise software and GRC technology.
• Grow your career within a global technology organization.