Night-Shift Product Support Engineer (L1) - SaaS

Namely; Mountain View (CA); On-site; USD 4,675 - 6,753; Full time

Job summary

Namely is seeking a Product Support Engineer (L1) for night shifts to support US EST/ PST and Pune-based operations. You will provide Level 1 product support via CRM, phone, and email, resolve complex software questions, and learn Cornerstone applications with a customer-centric mindset.

You will troubleshoot issues, maintain case SLAs, and collaborate with a global team while ensuring privacy and security obligations. The role emphasizes problem-solving, communication, and teamwork.

Qualifications

• Bachelor’s degree in computer science or equivalent with 1–3 years of customer-facing application support experience.
• Hands-on debugging of access management and SSO issues.
• Basic awareness of SaaS, cloud computing, HTML, FTP, SMTP.

Responsibilities

• Provide day-to-day functional and technical software support in a 24x7 environment to clients, including testing and troubleshooting.
• Ensure timely follow-up on cases to meet SLAs and maintain high CSAT.
• Maintain clear customer communication via CRM, phone, and email to prevent backlog.
• Escalate to next level support with proper triage and documentation when needed.
• Obtain and maintain product certification per Cornerstone Product Certification Program.

Skills

Customer support

SaaS basics

Troubleshooting

Communication

Education

Bachelor’s degree in computer science or equivalent

Tools

Salesforce

Job description

Namely is seeking a Product Support Engineer (L1) for night shifts to support US EST/ PST and Pune-based operations. You will provide Level 1 product support via CRM, phone, and email, resolve complex software questions, and learn Cornerstone applications with a customer-centric mindset.

You will troubleshoot issues, maintain case SLAs, and collaborate with a global team while ensuring privacy and security obligations. The role emphasizes problem-solving, communication, and teamwork.