We are looking for a Technical Support Specialist – Tier 2 to provide advanced technical support to enterprise customers. You will investigate and resolve complex technical issues, manage escalations, and collaborate with Support Engineering, Product, Engineering, IT, and other cross-functional teams to ensure issues are resolved effectively and on time.
Investigate and resolve complex technical issues across web and mobile applications, account access, integrations, authentication, reporting, and customer configurations.
Troubleshoot SSO and non-SSO login issues, including SAML, Microsoft, and Google authentication errors.
Troubleshoot Google Workspace, Microsoft 365, Microsoft Teams integrations, and related admin-console issues.
Diagnose video, audio, browser, network, VPN, firewall, bandwidth, and connectivity issues.
Review TokBox (Vonage Video API) session data to identify technical issues and determine when escalation is required.
Immediately escalate critical platform-down or outage incidents and keep relevant stakeholders informed until service is restored.
Attend biweekly CESO Tier 1 Release Enablement sessions to stay current on product releases and help prepare the support team for upcoming changes.
3+ years of experience in technical support or a similar customer-facing technical role, preferably within a B2B SaaS environment.

- Experience supporting enterprise customers and managing complex technical issues through resolution.
- Hands-on experience with customer administration, access management, and user provisioning.
- Experience reviewing authentication or SSO logs and diagnosing access and sign-in failures.
- Experience troubleshooting Google Workspace and Microsoft 365 ,



including administrative consoles and integrations.
- Good technical knowledge of web and mobile applications, including troubleshooting login, account access, browser, application performance, and video/audio connectivity issues.
- Understanding of networking concepts including Wi-Fi, VPNs, firewalls, bandwidth, and connectivity.
- Experience escalating issues to Engineering and creating clear, actionable Jira tickets.
- Hands-on experience with Slack, Zendesk, and Jira , including raising and tracking issues with cross-functional teams.
- Experience managing and prioritizing support queues against SLAs.
- Excellent attention to detail and ability to analyze technical information and data.
- Excellent written and verbal English communication skills, with the ability to explain technical issues clearly to non-technical audiences.
- Strong focus on quality, consistency, and adherence to defined customer and support guidelines.
- Adaptable and adaptable approach in a continuously evolving environment.
- Willingness and flexibility to work rotational shifts .

Exposure to SaaS technologies, authentication systems, integrations, networking, and real-time communication platforms.
Hands-on experience working with tools and technologies including Zendesk, Jira, Slack, Microsoft 365, Google Workspace, SSO, SAML, OAuth, OIDC, Microsoft Teams, and Vonage Video API.
Close collaboration with Support Engineering, Engineering, Product, IT, and other cross-functional teams.
Regular exposure to product releases and technical enablement sessions, supporting continuous learning and development.
Opportunity to develop deeper expertise in enterprise technical support, troubleshooting, incident management, and engineering escalation.

📌 IT Support Analyst - Immediate Start! (Hyderabad)
🏢 SIDE
📍 Hyderabad