Support Analyst in India at Jobgether

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

This role is centered on providing high-quality technical and functional support for complex SaaS platforms, ensuring seamless customer experiences and system reliability. You will act as a key point of contact for resolving customer issues, troubleshooting technical problems, and supporting system integrations across multiple environments. The position requires a proactive mindset, where you go beyond resolving tickets to identifying root causes and improving processes. You will work closely with engineering, product, DevOps, and QA teams to escalate, analyze, and resolve issues efficiently. This is a highly collaborative and analytical role that combines customer support, technical troubleshooting, and continuous improvement. You will also contribute to documentation, incident management, and long-term platform stability in a fast-paced digital environment.

• Act as the first and second line of support for customer queries via ticketing systems, chat, and email, ensuring timely and effective resolution.
• Diagnose and troubleshoot technical issues by analyzing logs, executing SQL queries, and using API testing tools such as Postman.
• Support system configuration, integrations, and application performance monitoring to ensure platform stability.
• Collaborate with engineering, DevOps, QA, and product teams to escalate complex issues with clear documentation and impact analysis.
• Create and maintain knowledge base articles, troubleshooting guides, and internal documentation to improve efficiency and self-service capabilities.
• Participate in incident management, communicate proactively during outages, and contribute to post-incident root cause analysis.
• Identify recurring issues and contribute to process improvements and automation opportunities with QA and engineering teams.

• 4 to 7 years of experience in technical support, application support, or customer-facing technical roles.
• Strong SQL skills for data analysis, troubleshooting, and issue investigation.
• Hands-on experience with ticketing systems such as Jira or similar platforms.
• Familiarity with API testing tools like Postman and basic scripting knowledge (e.g., Bash).
• Ability to read and interpret logs to diagnose and resolve application issues.
• Strong understanding of SaaS products, system configurations, and integrations.
• Excellent problem-solving skills with a strong analytical and root-cause-oriented mindset.
• Strong written and verbal communication skills to explain technical concepts clearly to diverse stakeholders.
• Experience in a B2B SaaS environment is a plus.

• Remote-friendly work environment with flexibility.
• Opportunity to work on complex, large-scale SaaS platforms.
• Exposure to cross-functional collaboration with engineering, product, and DevOps teams.
• Career growth opportunities in technical support, product operations, and platform engineering.
• Learning opportunities in API integrations, system troubleshooting, and data analysis.
• Inclusive and collaborative work culture focused on continuous improvement and innovation.