About this role
Key Responsibilities
Provide timely, effective technical support to enterprise customers, resolving cloud platform and AI powered feature issues across web, API, and integration layers.
Interact with customers to understand the problem clearly, gather issue details and guide them through structured troubleshooting steps with clarity and empathy.
Assist in diagnosing issues using logs, dashboards, and internal tools, and learn to identify root causes over time.
Own tickets end-to-end - intake to closure - ensuring SLA compliance and clear customer communication throughout.
Document resolved issues as runbooks and knowledge base articles to reduce repeat incidents.
Escalate complex issues to L2 with well structured context and initial analysis.
Gather and report customer feedback to identify product improvement opportunities and feed into the product development cycle.
Participate in training sessions and workshops to continuously build technical depth and product knowledge.
Collaborate with Engineering, Product, and QA teams to learn system behavior and improve issue resolution.
Continuously build technical skills through training, shadowing, and hands-on learning.
Requirements
Graduate (~2 years) with a degree in Computer Science, IT or Electronics with experience in product based company or b2b enterprise SaaS supporting global customers.
Exceptional written and verbal communication in English - able to explain technical concepts clearly to non-technical users.
Strong communication skills - able to explain problems and solutions clearly
Basic understanding of:
Web applications (HTTP, APIs, client-server)
JSON and REST APIs
Exposure to any programming language (Python preferred).
Familiarity with browser dev tools, logs, or debugging basics is a plus.
Awareness of cloud platforms (AWS or similar) is a plus.
Familiarity and ability to use AI tools responsibly to accelerate debugging, analysis, and documentation while validating outputs critically.
Strong problem-solving mindset, detail-oriented, and curiosity to investigate issues.
Ability to stay calm, structured, and customer-focused in problem situations.
Willing to work in rotational shifts, including US time zones, to serve global customers.