This role is perfect for someone who thrives on helping users, enjoys solving complex problems, and has a strong grasp of how SaaS platforms work. You'll be the front line of support for business clients - answering queries, troubleshooting issues, and working cross-functionally to ensure customers get the best possible experience.

If you understand the value of excellent support and enjoy untangling technical challenges, this is your opportunity to make a real impact.

Key Responsibilities

- Provide responsive, high-quality support to B2B clients through Zendesk, email, and video calls.
- Investigate and resolve product-related issues, including app behaviours, integrations, and data inconsistencies.
- Translate technical problems into straightforward, clear solutions for users with varying levels of technical understanding.
- Reproduce reported issues in test environments to identify contributing factors, including reviewing logs and querying data where required.
- Collaborate with Product, Engineering, and QA teams to raise defects, track them through triage, fix, and release, and close the loop with the customer.
- Maintain and improve support workflows, including ticket tagging, macros, and knowledge base articles.
- Support onboarding and configuration processes in partnership with Customer Success.
- Contribute to incident response and help manage client communications when major issues arise.
- Proactively suggest improvements to documentation, tools, and internal support processes.
- Troubleshoot product issues, reproduce bugs, and write clear bug reports for the development team




- Work closely with developers to QA and verify customer-facing bug fixes before release
- Create, maintain and improve the Support Desk knowledge base and technical documentation
- Identify recurring issues and propose process improvements that cut turnaround times
- Manage escalations professionally with customers across the UK and US

What Were Looking For

- 8+years' experience in a SaaS support, customer service or technical support role, ideally for a B2B SaaS product
- Hands-on experience using Zendesk (or similar platforms) to manage support queues.
- Strong problem-solving skills, with a basic understanding of web apps, APIs, and data formats like JSON or SQL.
- Clear, empathetic communicator who can explain technical topics to non-technical audiences.
- Able to work independently and manage competing priorities across an active queue.
- A team player with a growth mindset and a passion for helping customers succeed.
- Comfortable working 12 PM 9 PM IST

Nice to Have

- Exposure to project, portfolio, or strategy execution platforms, or experience in a PMO environment.
- Familiarity with tools like Postman, browser dev tools, or logging platforms (e.g., Datadog, Sentry).
- Experience supporting enterprise clients or assisting with onboarding and integrations.
- Basic scripting or SQL knowledge.
- Interest in workflow automation and building internal tooling to improve how a support team operates.
- QA / manual testing experience, especially testing software fixes
- Experience writing or owning a knowledge base or help centre
- Experience with Zendesk, Freshdesk, Jira or Confluence
- A track record of improving support processes or metrics (CSAT, resolution time)

📌 Senior Customer Support Engineer - SaaS (Thane)
🏢 Amplify-now
📍 Thane