Offer summary

Qualifications:

At least 3 years of experience in Technical Support or a similar role in a SAAS company., Strong technical troubleshooting skills and problem-solving abilities., Excellent communication skills and a passion for providing world-class service., Experience supporting Enterprise-Level customers and familiarity with integrations and APIs..

Key responsibilities:

Respond to customer inquiries and technical problems through ticketing and chat systems.

Provide high-quality service while meeting and exceeding SLAs.

Document all technical inquiries and issues, and work with global support colleagues for fast resolution.

Create and formalize knowledge content for internal and customer-facing platforms.

Job description

Description

Our Support Team is the front line of customer success, dedicated to helping users get the most value from our platform. We collaborate closely, solve problems quickly, and make sure our customers feel supported every step of the way.

Who we’re looking for:

We are growing and we are growing fast! As part of this exciting ride, we are expanding our APAC support operation in India and looking for an experienced Technical Support Engineer to join and contribute to our success, providing our customers with the best of breed service, ensuring their issues are addressed in a quality and prompt manner.

This is a remote position open to candidates based in Delhi, India.

Responsibilities

Shifts 24/5 - Monday - Friday
Respond to customer inquiries and technical problems through ticketing and chat systems
Provide high quality service meeting and exceeding SLAs
Address customer technical issues through diligent research, reproduction, and troubleshooting while applying acquired knowledge.
Document all technical inquiries and issues.
Work directly with other global support colleagues as well as other functions such as CSMs, TAMs, R&D to provide fast resolution to customer issues based on customer needs.
Work directly with R&D teams
Formalize and write content for knowledge sharing for both internal purposes and customer facing platforms.
Own the knowledge within Support for designated product areas - create knowledge, provide sessions, consulting others, help them investigate issues in your assigned area, etc.

Requirements

At least 3 years’ experience in Technical Support or a position of similar nature in a SAAS company.
Strong technical troubleshooting skills and problem solving while understanding customers business impact.
Experience investigating through logging tools such as Kibana etc.
Good understanding of integrations and APIs and ability to investigate related issues.
Must have excellent communication skills and a passion for providing world-class service.
Experience of directly supporting Enterprise-Level customers.
Ability and desire to learn products and technologies.
Ability to work independently as well as with others in a global team environment
Experience working in a startup - advantage.
Experience in the HRTech domain - advantage.

At Gloat, we believe that building the most important company in the history of human capital begins with having a diverse and inclusive workforce ourselves. This means that we look for individuals who can bring unique strengths, perspectives, skills, and backgrounds to our existing teams. Gloat is proud to be an Equal Opportunity Employer, and does/will not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate.

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