Here’s a summary of the role:
If you enjoy solving customer problems, getting hands-on with web applications, and digging into issues rather than simply passing them on, this could be a great fit. As a Technical Support Specialist, you’ll support customers using a large SaaS platform, troubleshoot web-based application issues, communicate clearly over phone and email, identify and reproduce bugs, and work with escalation teams when deeper investigation is needed.
Here’s a breakdown of what you’ll do:
Provide responsive technical support to external customers and internal stakeholders through phone and email, helping them use the SaaS platform effectively.
Troubleshoot web-based application issues by understanding the customer’s problem, checking relevant settings and history, testing possible solutions, and identifying whether an issue is reproducible.
Investigate application errors and determine when an issue should be treated as a product bug and escalated to the appropriate Tier 2 or product team.




Build robust customer relationships by explaining technical concepts clearly to non-technical users and keeping customers informed throughout the resolution process.
Use product documentation, previous support cases, and available knowledge resources to investigate issues and continuously expand your product and technical knowledge.
Work collaboratively with Tier 2, escalation, Customer Success, and other teams to resolve complex issues and provide a smooth customer experience.
These are the essentials you’ll need to get an interview:
5+ years of relevant technical/customer support experience in a SaaS or product environment is strongly valued.
Hands-on experience supporting web-based applications and troubleshooting issues for customers.
Strong troubleshooting and problem-solving ability, including the ability to investigate, reproduce, test, and isolate application issues before escalating.
Excellent written and verbal English communication skills, with confidence sup

📌 Technical Support Specialist (Bengaluru)
🏢 Diligent
📍 Bengaluru