Technical Support Associate at inFeedo.ai

Gurgaon, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

01 Oct, 26

Salary

0.0

Posted On

03 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Support, Product Troubleshooting, API Debugging, Analytical Problem Solving, Computer Networking, HTTP, JSON, Database Knowledge, Customer Operations, Zendesk, Postman, SQL, Python, JavaScript, SaaS Operations, Root Cause Analysis

Industry

Software Development

Description

We're looking for curious problem-solvers who enjoy debugging, learning new technologies, and helping customers succeed. As a Technical Support Associate, you'll be the first line of technical support for our enterprise customers. You'll troubleshoot product issues, resolve support tickets, configure customer environments, and work closely with Product and Engineering teams to ensure a seamless customer experience. This role is ideal for those who want to build a strong foundation in technical support, product troubleshooting, APIs, and enterprise SaaS operations. No. of positions: 1 What will you be doing? * Own and resolve customer support tickets raised through Zendesk. * Provide Level 2 technical support by troubleshooting product issues and answering functional and technical queries. * Perform customer configuration and setup changes across the platform. * Investigate product issues by analyzing logs, reproducing problems, and identifying root causes. * Escalate complex issues to Engineering with clear debugging details and complete technical context. * Work closely with Customer Success, Product, and Engineering teams to drive faster issue resolution. * Validate fixes and ensure customers receive timely updates throughout the resolution process. * Create and maintain internal documentation, troubleshooting guides, and knowledge base articles. * Identify recurring issues and suggest process or product improvements to enhance customer experience. Who will you work with? Deepanshu [https://www.linkedin.com/in/deepanshu-jain-1565a7195/], Ayan [https://www.linkedin.com/in/adayandas/], and the rest of the jovial inFeedo team. What skills do you need? * Fresh graduates or professionals with up to 2 years of experience in Technical Support, Product Support, or Customer Operations. * Strong analytical and logical problem-solving skills. * Good understanding of computer networks, APIs, HTTP, JSON, databases, and basic debugging concepts. * Can speak both code and business — you're comfortable working with APIs and debugging payloads, but can also explain your approach clearly to non-engineers. * A strong sense of ownership and willingness to learn in a fast-paced environment. * Comfortable working with customers as well as cross-functional internal teams. * Thrive in ambiguity, asking the right questions and filling in the blanks when needed. Bonus Points If You Have : * Exposure to REST APIs, Postman, SQL, or scripting using Python or JavaScript. * Familiarity with ticketing platforms like Zendesk or Jira. * Understanding of authentication concepts such as SSO, OAuth, or SAML. * Experience working on SaaS products or cloud-based applications. What happens after you apply? 1. Step 1: Within 15-20 days of your application - which is wholesome, original & expressive - our People Success Team will reach out to you for a quick chat. 2. Step 2: Within 4-6 days of chatting with the People Team, you will get a call from someone from your future team to discuss the job role. 3. Step 3: If all goes well, we’ll we’ll schedule a call with your future manager to deep dive into the role with you and for you to show off your skills through a small task. 4. Step 4: After a quick interaction with the People Success Team, if our vibes match, a tête-à-tête with the founding team follows. 5. If we mutually enjoy the 4 steps, we onboard you with a big smile! :) Our expectations before you click “Apply Now” * Read about inFeedo and Amber [https://www.infeedo.ai/careers] * Read about inFeedo’s core values At any step, if things don't work out, we proactively send an email. You are welcome to ask for detailed feedback and re-apply in the future. :) We are an equal opportunity employer and value diversity at inFeedo. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status, or education. [Passion>Skills>Education]

Responsibilities

The role involves resolving Level 2 technical support tickets via Zendesk and troubleshooting product issues by analyzing logs and reproducing problems. You will also configure customer environments and collaborate with Engineering and Product teams to drive issue resolution.