Technical Customer Support Specialist (SQL, APIs, SaaS)

Job Title: Technical Customer Support Specialist
Location: Remote
Schedule: Monday – Friday | 9:00 AM – 5:00 PM EST
Employment Type: Full-time
Experience Level: Mid-Level (3–5 years)

About the Role

We are looking for a Technical Customer Support Specialist with experience in SQL, APIs, SaaS platforms, and troubleshooting software applications to support our growing platform.

In this role, you will handle complex technical support tickets, investigate production issues, and provide assistance to non-profit organizations, platform organizers, and donors. You will work closely with engineering and product teams to diagnose system behavior, document bugs, and deliver solutions.

This is an excellent opportunity for someone with a technical support, product support, help desk, or SaaS customer support background who enjoys solving technical problems and helping users succeed.

Key Responsibilities

• Provide technical customer support through email and phone in a high-volume environment
• Troubleshoot complex platform issues using SQL queries, APIs, logs, and internal diagnostic tools
• Investigate production incidents and unexpected platform behavior before escalating to engineering teams
• Analyze datasets and platform behavior to identify root causes of issues
• Create detailed JIRA tickets with reproduction steps, API values, and console logs
• Manage and resolve customer support tickets related to accounts, platform features, and payment/bank transfer verification
• Collaborate with Engineering, Product, and Operations teams to resolve bugs and improve platform performance
• Maintain high customer satisfaction (CSAT) while meeting SLA and response time targets
• Improve knowledge base documentation and support workflows
• Support non-profit customers, organizers, and donors with empathy and professionalism

Required Qualifications:

• 2–5 years experience in technical customer support, SaaS support, product support, or help desk roles
• Strong SQL skills for querying data and troubleshooting user issues
• Experience working with REST APIs, API integrations, or developer tools
• Understanding of software troubleshooting, debugging, and application logs
• Experience using ticketing systems such as JIRA, Zendesk, Freshdesk, or similar platforms
• Ability to document technical issues clearly for engineering teams
• Experience handling high-volume customer support tickets

Preferred Skills

• Experience supporting SaaS platforms or web applications
• Familiarity with browser developer tools and console error logs
• Experience supporting fintech, donation platforms, or payment systems
• Knowledge of technical support workflows and escalation processes

Core Skills

Technical Support
Customer Support
SQL Queries
API Troubleshooting
SaaS Support
Software Troubleshooting
JIRA Ticketing
Help Desk Support
Technical Documentation
Customer Success

Job Types: Full-time, Contract
Contract length: 12 months

Pay: Rs60,000.00 - Rs100,000.00 per month

Work Location: Remote