• Minimum 2 years in a customer support or technical support role, preferably in SaaS or technology-based companies.
• Thrives in a remote-first environment, demonstrating strong time management, accountability, and the ability to work independently with minimal supervision.
• Advanced troubleshooting expertise, with hands-on experience diagnosing and resolving issues related to Single Sign-On (SSO), APIs, integrations, DNS configuration, and data synchronization.
• Strong understanding of web and networking fundamentals, including concepts such as DNS management, domain verification, SSL certificates, and authentication protocols (e.g., SAML, OAuth).
• Experience working with complex datasets, including importing/exporting CSV files, validating data integrity, identifying discrepancies, and supporting data migrations or bulk updates with precision and care.
• Familiarity with secure file transfer protocols (SFTP) and related processes for managing automated data feeds and file-based integrations.
• Comfortable reading error logs, reviewing API requests/responses, and collaborating with engineering teams to investigate and document technical issues.
• Proficiency with customer support and ticketing tools such as Zendesk, Jira, Intercom, or similar platforms, with strong case documentation and organizational skills.
• Excellent written and verbal communication skills in English, with the ability to translate complex technical concepts into clear, approachable explanations for non-technical audiences.
• Highly organized and detail-oriented, with the ability to prioritize effectively and manage multiple requests in a fast-paced, customer-focused environment.
• Customer-first mindset, bringing empathy, ownership, and a sense of urgency to every interaction to deliver exceptional support experiences.
• Naturally curious and growth-oriented, with a passion for continuous learning, knowledge-sharing, and continuously improving processes, documentation, and internal workflows.
• Ability to work independently and collaboratively in a fast-paced, remote-first team.
• Open and able to work primarily during U.S. Eastern Time Zone hours (5:30 PM to 2:00 AM IST).