Technical Product Support Engineer

Zohorecruit; Polska; Hybrid; PLN 214,000 - 375,000; Full time

Job summary

Zohorecruit is seeking a hands-on Technical Product Support Engineer to help customers troubleshoot issues for our SaaS products. You will own support cases, run SQL queries, and work with engineering to resolve complex problems.

This fully remote, India-based contractor role requires independent work, excellent communication, and a customer-first mindset. Evening or overnight availability may be needed to support US East time hours.

Qualifications

• 3+ years hands-on technical SaaS support with ownership through resolution.
• Proficiency with Jira and Zendesk including case management and escalation tracking.
• Solid SQL skills to investigate data discrepancies and validate behavior.
• Excellent written and verbal communication; able to explain findings clearly.
• Customer-first mindset with timely follow-through and practical solutions.
• Self-driven, proactive, and able to investigate unfamiliar issues independently.
• Ability to work remotely and coordinate with distributed teams.
• Evening or overnight availability to support US East Time hours.
• Experience with cloud platforms (AWS, Azure, GCP) and their use in projects.

Responsibilities

• Own support cases from triage to resolution.
• Reproduce issues; investigate application behavior, data, logs, and errors.
• Write and execute SQL queries to diagnose issues and confirm fixes.
• Investigate configuration issues, data discrepancies, and potential defects.
• Provide clear customer updates with findings and next steps.
• Escalate complex issues with steps, logs, and impact.
• Collaborate with engineering to validate fixes and confirm resolution.
• Maintain accurate tickets and investigation notes.
• Create/update troubleshooting guides and knowledge base articles.
• Identify recurring issues and suggest product/support process improvements.
• Provide occasional evening or overnight support when needed.

Skills

SQL

Jira

Zendesk

Communication

Customer-first mindset

Independent work

Cloud familiarity

Tools

Confluence

CI/CD

Job description

Working schedule: Hours aligned with customer needs; evening or overnight support may occasionally be required

About the role

T wenty5 is seeking a hands‑on Technical Product Support Engineer to help customers troubleshoot issues and get the most from our SaaS products.

You will own support cases, use SQL to investigate product and data issues, and partner with engineering to resolve complex problems. This role suits someone who takes initiative, communicates clearly, and can move an investigation forward independently.

Required qualifications

Candidates must meet all of the following requirements:

• At least 3 years of hands‑on technical product support experience in a SaaS environment , with demonstrated ownership of customer issues through resolution.
  
• Proficiency with Jira and Zendesk, or comparable issue‑tracking and customer‑support tools , including case management, investigation documentation, and escalation tracking.
  
• Solid working knowledge of SQL and database querying , with the ability to independently write queries to investigate data discrepancies, validate application behavior, and diagnose product issues.
  
• Excellent written and verbal communication skills , including the ability to explain technical findings and next steps clearly to customers.
  
• A customer‑first mindset , with a commitment to timely follow‑through and practical solutions.
  
• A technical, self‑driven, and proactive approach , including the ability to investigate unfamiliar issues, identify next steps, and ...
• Ability to work independently in a fully remote setting , manage priorities, and collaborate effectively with distributed teams.
  
• Flexibility to work evening occasionally or overnight hours in India when customer needs require support during US Eastern Time hours.
  
• Exposure to AWS, Microsoft Azure, or Google Cloud Platform , with the ability to explain how you have used cloud services or environments in your work.
  
• Based in India and willing to work as an independent contractor paid in USD.
  

General customer service, desktop support, infrastructure support, or software development experience alone does not fulfil the requirement for hands‑on technical SaaS product support.

What you’ll do

• Own customer support cases from initial triage and investigation through resolution.
  
• Reproduce reported issues and investigate application behavior, data, logs, and error messages.
  
• Write and execute SQL queries to diagnose issues, validate findings, and confirm fixes.
  
• Investigate configuration issues, data discrepancies, integration failures, and potential product defects.
  
• Provide clear customer updates, including findings, workarounds, and next steps.
  
• Escalate complex issues to engineering with reproduction steps, relevant logs, query findings, and customer impact.
  
• Work with engineering and other internal teams to validate fixes and confirm resolution with customers.
  
• Maintain accurate support tickets and investigation notes.
  
• Create and update troubleshooting guides and knowledge base articles.
  
• Identify recurring issues and recommend improvements to the product and support process.
  
• Provide occasional evening or overnight support when required by customer needs.
  

Preferred qualifications

• DevOps experience or familiarity with CI/CD pipelines and deployment processes.
  
• Experience using Confluence or a similar platform for knowledge base management.
  
• Experience as a debug engineer or performing code tracing to investigate application issues.
  

Preferred qualifications supplement the required qualifications; they do not replace them.

Working arrangement and compensation

This is a fully remote independent contractor opportunity for someone based in India. Compensation will be paid in USD, with the rate agreed based on experience and the scope of the engagement.

Working hours will be coordinated around customer needs. Evening or overnight availability will be required to support US customers.

The rate, contract duration, working arrangements, invoicing requirements, and payment terms will be confirmed before the engagement begins.