Our partner is looking for a Technical Support Specialist based in India.

We are looking for a proactive and customer-focused Technical Support Specialist to take ownership of the technical support experience for enterprise clients using AI-powered SaaS solutions. You will work closely with Support Engineers, Product, and Engineering teams to investigate technical issues, coordinate escalations, and maintain a seamless customer experience. Beyond day-to-day support, you will play a key role in building the support function from the ground up by developing knowledge bases, improving workflows, and establishing scalable processes. You will support enterprise customers across areas such as authentication, platform configuration, integrations, and real-time audio functionality. This fully remote opportunity offers significant autonomy and the chance to shape a growing technical support function, with potential to progress into a leadership role as the team expands.

Assist enterprise customers with platform configuration, administrative tools, network access, firewall restrictions, and security-related questions.

Support troubleshooting of voice and session quality issues, including microphone permissions, browser settings, connectivity, firewall blocks, and latency.

Maintain ticket classification, prioritization, routing rules, and tagging practices to distinguish between bugs, configuration issues, feature requests, access problems, and user errors.

Share root-cause analyses with customers once provided by the technical team and participate in escalation calls, incident reviews, and support meetings with key accounts.

Monitor support performance and prepare weekly reports covering ticket volumes, response times, recurring issues,



and major problem categories by client.

Develop and improve the built-in help center and AI-powered support answers to help customers resolve common questions independently.

Identify recurring technical challenges and recommend improvements to documentation, ticket routing, workflows, and the overall customer support experience.

Continuously improve support operations while adapting processes to accommodate business growth and increasing customer demands.

2–4 years of experience in technical support or customer support within a B2B SaaS environment, preferably supporting enterprise customers.

- Good understanding of browser troubleshooting, device permissions, network connectivity, firewalls, and network whitelisting.
- Experience using Jira and customer support or helpdesk platforms to manage tickets, escalations, and issue tracking.
- Confidence working directly with enterprise customers and their IT teams, including participating in technical support calls and escalation discussions.
- Experience with Gleap or similar in-app support platforms and integrated help centers is an advantage.
- Familiarity with WebRTC, real-time audio technologies, and speech-to-text systems is desirable.
- Previous experience supporting enterprise customers in banking, financial services, or insurance is beneficial.




- Experience supporting AI-powered products or Large Language Models (LLMs) in production environments is an advantage.
- Previous involvement in building knowledge bases, improving support processes, or mentoring and managing support teams is highly desirable.

Full-time opportunity.

Fully remote position, with the flexibility to work from India.

Professional growth: Prospect to establish and shape a technical support function as an early member of the team.

Career progression: AI and technology exposure: Work with AI-powered SaaS products, enterprise platforms, and emerging technologies.

Support major enterprise customers across banking, financial services, and insurance.

Gain hands-on experience with SSO, SAML, WebRTC, LMS integrations, SCORM, and AI-powered support tools.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. If you would like more information about how your data is processed, please contact us.

📌 Technical Analyst/ 1st Line Support Analyst - Remote (India)
🏢 Jobgether
📍 India