Technical Support Senior Associate
Core
Provide timely technical support to customers via Freshdesk, troubleshooting issues, answering product questions, and collaborating with product teams to report and prioritize bug fixes.
Role type
Senior IC technical support associate
Builds
Customer support workflows and product feedback loops
Domain
SaaS / Business spend management
Deliverable
client delivery
Required skills
Freshdesk proficiency, Freshchat navigation, technical troubleshooting, Big Query familiarity, cross-functional collaboration, workflow optimization
Preferred skills
Self-motivated approach, rapid learning mindset, proactive problem solving
Technologies
Freshdesk, Freshchat, Slack, Big Query, Postman, Grafana
Responsibilities
Troubleshoot technical issues and communicate solutions to non-technical users; Manage and escalate bugs with product teams; Drive improvements in support workflows; Provide regular updates on ongoing issues and challenges.
Seniority
Mid-level, hands-on IC
