SaaS Technical Support Engineer

Fortive Corporation (SE)

India (PA)

Hybrid

USD 65,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401(k) plan

Job summary

Fortive Corporation’s ServiceChannel team is seeking a customer-focused technical support professional to manage and triage Zendesk tickets for API, EasyPay, FSM, and Data Direct platforms. You will coordinate with cross-functional teams to resolve incidents, perform root-cause analyses, and communicate effectively with customers and stakeholders.

You will help identify trends, document issues, and contribute to knowledge bases and playbooks, ensuring timely SLA adherence and quality customer

Qualifications

2+ years of experience in a customer-facing technical support, SaaS support, application support, implementation support, or product support role.
Strong understanding of SaaS products, API documentation, troubleshooting workflows, and escalation management.
Experience using Zendesk or similar ticketing platforms to manage issues, SLAs, and communications.
Ability to troubleshoot across API CRUD operations, payment workflows, FSM activity, reporting, user access, and configuration.
Excellent written and verbal communication, translating technical issues for non-technical audiences.

Responsibilities

Receive, triage, and manage assigned technical support tickets through Zendesk.
Monitor queues and prioritize inbound requests as directed by the Support Queue owner.
Provide timely updates to customers, internal stakeholders, and management.
Troubleshoot customer-reported issues using documentation, API swagger, and internal knowledge resources.
Perform initial investigation and root cause analysis to classify issues as customer-side, config, product, or integration-related.
Communicate with customers via email and meetings to clarify issues, provide status updates, and guide resolution.
Advise on product updates, known issues, configuration changes, and troubleshooting steps.
Collaborate with ServiceChannel Support, Professional Services, Customer Success, Product, Engineering, and Management to resolve complex issues.
Escalate defects and product gaps to Engineering or Product with documentation and reproduction steps.
Build and maintain internal knowledge articles, troubleshooting guides, and playbooks.