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 & 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
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