Technical Support Engineer

Why You'll Love This Opportunity

We are seeking a passionate Technical Support Engineer with a drive for building relationships, solving complex customer problems, and collaborating across engineering, sales, and customer success teams. As an advocate for the customer, you will ensure high satisfaction levels while continuously learning new technologies.

Job Role and Responsibilities

In this pivotal role serving our clients in Bengaluru (with potential global shifts), you will provide world-class technical assistance by troubleshooting complex issues, assisting with integrations, and driving customer success. You will work closely with product teams to deliver an exceptional support experience.

Key Responsibilities

• First Point of Contact: Serve as the primary resource for all customer technical issues.
• Troubleshooting & Resolution: Analyze and resolve complex problems efficiently, specifically focusing on Salesforce custom flows, fields, data, reporting, workflows, Nue integrations, product functionality, DocuSign/PandaDocs tools, and Order-To-Cash (O2C) processes.
• Collaboration: Partner with engineering and product teams to escalate and resolve critical issues; support internal sales and customer success functions.
• Customer Support Channels: Provide responsive support via Slack, phone, or Zoom (Must be available for shifts aligned with Central Time - CDT).
• Knowledge Management: Become a domain expert to develop technical documentation, FAQs, and knowledge base articles.
• Innovation & Testing: Assist in validating new product releases and provide feedback on usability. Contribute to process improvements for the overall support experience.

Required Skills and Experience

• Experience Level: 3-5 years in heavy customer-facing roles, preferably with SaaS or enterprise software.
• Salesforce Expertise: Strong proficiency in custom flows, fields, objects, Apex code, and reports. Experience managing Salesforce AppExchange applications is a plus.
• Databases & Logic: Solid PL/SQL skills with a deep understanding of object models.
• Document Tools: Hands-on experience with DocuSign, PandaDocs, or similar document generation tools.
• Fintech Knowledge (Plus): Understanding of Order-To-Cash (O2C), Accounts Receivable (AR), and General Ledger (GL).
• Tech Stack: Proficiency in APIs, SQL, scripting languages (Python, JavaScript, Bash), RESTful APIs, OAuth/SAML authentication.
• Certifications & Tools: Experience with CRMs, ticketing systems (Zendesk, Jira), and log analysis tools like Splunk or HyperDX.

Soft Skills & Attributes

• Communication: Excellent spoken/written English; ability to tailor explanations for diverse audiences (technical vs. non-technical).
• Mindset: Customer empathy, positive attitude, composure under pressure, and a willingness to learn in a fast-paced startup environment.