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Experience: 1+ yrs

Location: India, Remote (India)

Job Type: Full-time

We are looking for a proactive and technically curious Technical Customer Support Specialist to provide high-quality support to customers using a contemporary SaaS and web technology platform. The role combines customer service, technical troubleshooting, issue investigation, and knowledge management.

The ideal candidate will be comfortable supporting customers through written channels, understanding common web technologies, diagnosing technical issues, and knowing when and how to escalate more complex problems. Strong communication, attention to detail, and a genuine interest in the modern web are essential.

Requirements

Key Responsibilities
- Provide frontline technical support through email, web forms, Slack, and other customer communication channels.
- Resolve customer issues related to:
- Account access, setup, and identity
- Billing and plan-related queries
- DNS, SSL, and custom domain configuration




- Basic build and deployment issues
- Redirects and site configuration
- netlify.toml or similar configuration issues
- Form submissions and related functionality
- Self-service plan changes
- Diagnose technical issues independently using logs, documentation, troubleshooting tools, and available resources.
- Read and interpret build logs, error messages, and basic technical configurations to identify potential causes.
- Use AI-assisted triage and automation tools responsibly to improve ticket classification, routing, diagnostics, and resolution workflows.
- Identify issues that require escalation and provide complete context to senior technical teams.
- Document troubleshooting steps, findings, error details, customer environments, and escalation information clearly.
- Identify recurring customer issues and trends and recommend improvements to documentation, workflows, and product experiences.
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📌 Technical Support Specialist (India)
🏢 Weekday AI
📍 India