Job Description
We are hiring a Technical Support Executive to manage first-line customer support for a highly technical B2B SaaS platform.
The role requires immediate responsiveness, structured troubleshooting, and clear communication with both customers and internal engineering teams.
This is an operationally critical role. Speed, clarity, and discipline are essential.
- Monitor all support channels (ticketing system, email, chat).
- Acknowledge customer queries within defined SLA.
- Classify issues by severity (P1/P2/P3).
- Provide clear, structured responses.
- Validate request IDs, timestamps, payload formats.
- Reproduce issues where possible.
- Identify whether the issue is configuration, misuse, or product defect.
- Escalate complex issues to engineering...
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