Technical Support Specialist - Ticketing System

Job Title : Technical Support Specialist

Work Mode : Pune (Remote)

Working Hours : 5 hours during standard IST + 3 hours overlap in the late evening (10 PM1 AM IST).

Salary : As per market standards

Experience Required : 2+ Years

Must Have : APIs (REST APIs, debugging, data flow) and strong communication skills

About Recruitment Hub 365 :

We specialize in delivering high-quality IT talent solutions across a wide range of technology domains. We partner with startups, product companies, and global organizations to support their hiring needs through contract, permanent, and contract-to-hire (C2H) models.

We focus on deeply understanding technical requirements, identifying the right talent, and ensuring a seamless, efficient hiring process. Our approach focuses on reliability, speed, and long-term partnership, helping our clients scale their teams with the right talent at the right time.

About the Role :

We are looking for a Technical Support Specialist who can combine strong technical understanding with excellent customer communication.

This role involves working closely with customers to troubleshoot product-related issues, analyze data flows, and provide timely resolutions, ensuring a seamless product experience.

Key Responsibilities :

- Handle and resolve customer support tickets via Zendesk

- Investigate, troubleshoot, and resolve technical issues (API, SDK, data discrepancies)

- Escalate complex issues to internal engineering/product teams

- Ensure all tickets are resolved within defined SLAs

- Collaborate with internal stakeholders to maintain data accuracy and trust

- Provide clear, professional communication to customers

- Create and maintain technical and non-technical documentation

- Identify recurring issues and suggest process/product improvements

- Work cross-functionally with Product and Engineering teams

Required Skills & Experience :

- Basic to intermediate understanding of : APIs (REST APIs, debugging, data flow)

- SDK integrations (preferred)

- Strong troubleshooting and analytical thinking skills

- Ability to understand and explain technical concepts clearly

Tools & Platforms (Good to Have) :

- Zendesk

- Jira

- Confluence

- Intercom

Communication & Soft Skills :

- Strong written and verbal communication skills

- Customer-first mindset with empathy and professionalism

- Ability to handle customer queries independently

- Strong problem-solving attitude and curiosity

Preferred Qualifications :

- Experience in Technical Support / Product Support / QA / Implementation roles

- Exposure to product analytics tools (preferred but not mandatory)

- Experience in customer-facing roles in SaaS or tech environments