About Us :

iConcile Technologies is an early-stage SaaS startup focused on transforming how organizations manage their cost and vendor operations. We are building cutting-edge enterprise software that simplifies invoice reconciliation, contract management, and vendor workflows using automation and AI-driven intelligence.

Our Product Suite Includes :

- Payables Automation Automating AP invoice workflows with ML-powered duplicate detection, approval routing, and exception management

- Invoice Reconciliation Ensuring error-free invoice validations and instant mismatch resolution with embedded workflows and reporting tools

- Contract Management Centralizing contract data and surfacing risks through searchable clauses and compliance tracking

The Opportunity :

We are looking for a Technical Support Analyst to join our growing team. This is a client-facing, cross-functional role supporting both new client implementations and ongoing production support for our enterprise SaaS platform.

You will work closely with international clients, investigate and analyze technical issues, validate data through database queries and server logs, and collaborate with engineering and product teams to drive resolution. While this role does not involve application code changes, it requires strong technical troubleshooting skills, especially on servers and databases.

Key Responsibilities :

Client Onboarding & Implementation Support :

- Collaborate with Implementation Managers and Business Analysts during client onboarding

- Assist with environment setup, backend configurations, and data validation

- Support API integrations by validating payloads, logs, and responses

- Coordinate and support UAT, go-live, and hypercare phases

Production Support & Troubleshooting :

- Act as first-line technical support for enterprise clients

- Investigate, triage, and analyze reported issues using :

1. Application and server logs

2. SQL queries on production / UAT databases

- Perform root cause analysis (RCA) and identify data, configuration, or system issues

- Escalate confirmed bugs to the development team with clear reproduction steps, logs, and findings

- Validate fixes and support release verification

Client Communication & Documentation :

- Serve as a primary technical point of contact for client support queries

- Communicate issue status, root cause, and resolution clearly to clients

- Maintain detailed documentation of issues, resolutions, and known workarounds

- Conduct technical walkthroughs or support training sessions when required

Continuous Product Improvement :

- Provide structured feedback to Product and Engineering teams based on support insights

- Identify recurring issues and opportunities to improve product stability and support processes

Required Skills :

- Strong written and verbal communication skills, especially with international clients

- Solid understanding of relational databases and ability to write SQL queries for analysis and troubleshooting

- Ability to analyze system behavior using logs and backend data

- Familiarity with web-based enterprise applications and API-driven systems

- Strong problem-solving mindset with attention to detail

- Comfortable working on Linux/Ubuntu servers (log analysis, basic commands)

Preferred Skills :

- Experience in customer-facing technical support for B2B SaaS platforms

- Hands-on experience with issue-tracking tools such as JIRA and documentation tools like Confluence

- Basic understanding of cloud environments (OCI, AWS preferred)

- SQL Knowledge for querying PostgreSQL database

- Familiarity with Log systems like Kibana / Grafana and Ubuntu server commands

- Exposure to Java or JavaScript-based systems is a plus but not mandatory

Qualifications :

- Bachelors degree in Computer Science, IT, Engineering, or a related field

- 0- 2 years of experience in Technical Support, Implementation Support, or Client Success roles

- Fresh graduates with strong technical fundamentals, communication skills, and relevant internship experience are encouraged to apply

What We Offer :

- Opportunity to work in a fast-paced, high-ownership startup environment

- Direct exposure to global enterprise clients and real-world SaaS implementations

- Clear growth paths into Product, Engineering, or Customer Success roles

- Collaborative, learning-driven culture with mentorship from industry veterans