SaaS Implementation & Technical Support Specialist

Location: Bhopal

Experience: 2–5 years

Employment Type: Full-time

About We360.ai

We360.ai is a B2B SaaS-based workforce productivity and employee monitoring platform that helps organizations manage attendance, productivity, employee activity, projects, tasks, and workforce analytics from a single platform.

We are looking for a SaaS Implementation & Technical Support Specialist who can manage the customer journey from implementation and onboarding to technical support, troubleshooting, training, and successful product adoption.

Key Responsibilities

SaaS Implementation & Customer Onboarding

- Own the end-to-end customer implementation and onboarding process .
- Understand customer requirements, workflows, team structures, and use cases.
- Configure We360.ai based on customer requirements, including users, teams, roles, attendance, productivity, projects, and other relevant modules.
- Prepare implementation plans, timelines, checklists, and documentation.
- Coordinate with customers to ensure smooth and timely go-live.
- Conduct product demonstrations, onboarding sessions, and administrator/user training.
- Explain product features, workflows, best practices, and relevant use cases.
- Monitor initial adoption and proactively address onboarding challenges.
- Ensure a smooth handover from Implementation to Customer Success/Account Management.

Technical Support
- Act as the first point of contact for customers facing product or technical issues .
- Diagnose and troubleshoot issues related to the We360.ai web application, desktop application, attendance, tracking, productivity data, reports, dashboards, and other product modules.
- Assist customers with installation, configuration, login/access issues, application setup, and basic troubleshooting.
- Investigate data discrepancies and identify the probable root cause of issues.
- Reproduce reported issues and document the steps, screenshots, logs, and other relevant information required for investigation.
- Categorize and prioritize technical issues based on severity and customer impact.
- Resolve issues independently wherever possible and escalate complex issues to the Product/Engineering/Technical team with complete information.




- Follow up on escalated issues until resolution and communicate updates clearly to customers.
- Maintain proper records of customer issues, resolutions, and recurring problems.
- Identify frequently occurring issues and recommend improvements to product documentation, onboarding, and customer training.
- Assist customers with product updates, configuration changes, integrations, and other technical requirements.

Cross-functional Coordination
- Work closely with Sales, Customer Success, Product, Engineering, and Operations teams .
- Translate customer requirements and technical issues into clear internal requirements.
- Communicate customer feedback and recurring technical issues to the Product team.
- Support the Sales team with technical/product queries during the pre-sales or evaluation stage when required.
- Participate in product testing/UAT for new features and releases where required.
- Maintain updated knowledge of all We360.ai features, modules, releases, and product changes.

Required Skills & Experience
- 2–5 years of experience in SaaS implementation, technical support, customer success, application support, or a similar role.
- Experience working with B2B SaaS products is preferred.
- Strong understanding of software implementation and customer onboarding.
- Good technical troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to conduct product training and technical walkthroughs.
- Ability to understand customer requirements and translate them into product configurations.
- Good understanding of web applications and basic troubleshooting concepts.
- Comfortable working with screenshots, logs, browser troubleshooting, application settings, and technical documentation.
- Strong documentation and follow-up skills.
- Good knowledge of Excel/Google Sheets and CRM/ticketing systems .




- Ability to manage multiple customers and issues simultaneously.

Positive to Have
- Experience with HRMS, workforce management, employee monitoring, attendance, productivity, or project-management SaaS products .
- Basic understanding of APIs, integrations, SSO, webhooks, databases, or SaaS architecture .
- Familiarity with browser developer tools and basic technical troubleshooting.
- Experience with tools such as Zoho, HubSpot, Salesforce, Jira, Freshdesk, Zendesk, or similar platforms .
- Experience handling mid-market or enterprise customers.
- Basic understanding of networking, application permissions, or desktop application troubleshooting.

Key Performance Indicators
- Implementation completion within committed timelines.
- Successful customer go-live.
- Customer onboarding and training completion.
- Product adoption during the initial onboarding period.
- First response and resolution time for technical support tickets.
- Percentage of issues resolved at the first level.
- Effective escalation of complex technical issues.
- Customer satisfaction during implementation and support.
- Reduction in recurring customer issues through proactive troubleshooting and documentation.
- Successful handover to Customer Success after implementation.

What We Expect From You
- Strong customer-first approach
- Technical curiosity and troubleshooting mindset
- Strong ownership and accountability
- Excellent communication and follow-up
- Ability to simplify technical concepts for non-technical users
- Attention to detail
- Ability to manage multiple customers and priorities
- Proactive approach to identifying and solving customer problems
- Willingness to become a product expert
- Ability to work independently while collaborating effectively with internal teams

Why Join We360.ai? • Work with a growing B2B SaaS product

- Work directly with customers across different industries and geographies

• Gain exposure to SaaS implementation, technical support, customer success, and product operations

- Build expertise in workforce productivity and HR technology
- Work closely with Product and Engineering teams
- High ownership and learning-oriented work environment

📌 SaaS Implementation & Technical Support Specialist (Bhopal)
🏢 We360.ai
📍 Bhopal