Technical Support Representative in India at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Technical Support Representative in India.

This role sits at the intersection of technical troubleshooting and customer success, supporting government-focused digital platforms used by millions of citizens worldwide. You will act as a key point of contact for resolving complex technical issues, helping customers navigate cloud-based software, web applications, and integrated systems. The environment is fast-paced, collaborative, and highly customer-centric, requiring strong analytical thinking and clear communication. You will work closely with engineering and product teams to diagnose issues, validate bugs, and ensure timely resolution. The role also involves handling escalations and maintaining service quality for critical clients. It is an opportunity to contribute to technology that directly improves public services and citizen engagement on a global scale.

In this role, you will provide advanced technical support, resolve complex customer issues, and collaborate across teams to ensure a seamless user experience for mission-critical platforms.

• Handle escalated technical issues for high-priority and enterprise customers
• Diagnose, troubleshoot, and resolve software and system-related problems across cloud-based applications
• Work directly with customers to document issues, reproduce incidents, and drive resolution
• Serve as a subject matter expert for assigned product areas
• Collaborate with engineering and product teams to investigate and resolve bugs
• Validate expected system behavior and document technical findings clearly
• Maintain accurate case tracking and updates in ticketing systems
• Participate in on-call rotations to support critical production environments
• Ensure adherence to SLAs for response time and issue resolution
• Contribute to knowledge base articles, documentation, and internal training materials
• Support continuous improvement of support processes and customer experience

The ideal candidate is a technically strong support professional with excellent communication skills and the ability to resolve complex issues in a structured and customer-focused manner.

• 1–2 years of experience in technical support for SaaS or cloud-based platforms
• Strong understanding of web applications, software configurations, and basic system troubleshooting
• Experience with ticketing systems such as Salesforce, Jira, or similar tools
• Ability to communicate technical concepts clearly to both technical and non-technical users
• Strong problem-solving skills with a logical and analytical approach
• Ability to manage high-pressure or escalated customer situations calmly and effectively
• Basic understanding of databases (MSSQL or PostgreSQL is a plus)
• Familiarity with enterprise software environments is preferred
• Exposure to APIs, web services, or streaming/video systems is an advantage
• Experience working with cross-functional engineering or product teams is a plus
• Strong written and verbal communication skills in English
• Customer-first mindset with strong ownership and accountability

• Remote-first work environment within a globally distributed team
• Competitive compensation aligned with experience
• Health coverage and wellness-focused initiatives
• Paid training and continuous learning opportunities
• Exposure to large-scale government and civic technology platforms
• Collaborative and inclusive work culture with Employee Resource Groups
• Opportunities for career growth across technical support and product tracks
• Participation in global team engagement and wellness programs
• Flexible work culture supporting work-life balance
• Opportunity to work on systems that directly impact public services worldwide