Customer Support Intern

About Certinal:

Certinal is a digital trust and compliance platform helping enterprises manage secure digital agreements, consent, and compliance workflows. Our products serve customers across global markets and integrate with complex enterprise systems through APIs, SSO, and business applications.

We are looking for a Customer Support Intern who can provide responsive, structured, and high-quality support to our global customers.

Role Details:

• Experience: Fresher to 6 months
• Type: Internship
• Location: Bengaluru - Work from Office
• Shift: 24/7 rotational shifts, including night shifts, supporting customers across US, EU, and APAC time zones
• Joining: Immediate joiner preferred

What You'll Be Doing:

• Triage incoming customer tickets in Zoho Desk , including categorisation, severity assessment, routing, and SLA tracking.
• Investigate reported issues by reproducing behaviour, checking configurations, reviewing documentation and release notes, and analysing similar past cases.
• Gather relevant information such as transaction or envelope IDs, user details, timestamps, screenshots, API responses, error codes, logs, and environment details.
• Draft clear and accurate customer responses, translating technical findings into simple and actionable communication.
• Escalate issues to Level 2 or Engineering teams with complete context and supporting evidence to enable faster resolution.
• Identify whether an issue is related to customer configuration, product defects, integrations, or environment-specific behaviour .
• Create and maintain knowledge base articles for commonly reported issues and troubleshooting steps.
• Identify recurring ticket patterns, product issues, or areas where customers frequently need additional guidance.
• Follow up on open cases and ensure customers receive timely updates through resolution.

What We're Looking For:

• Bachelor's degree in Engineering (BE/BTech)
• Basic SQL , comfortable writing SELECT queries with joins and filters to investigate data-level issues
• Comfort working with AI tools, along with the scepticism to verify what they produce
• Flexibility to work night shifts to support global customers across US and EU time zones
• Familiarity with SaaS concepts including APIs, webhooks, SSO, and integrations
• Strong problem-solving skills and a self-driven learning approach
• Excellent written communication, as most of this role involves writing clearly to customers
• The judgement to verify before answering. We work with contracts, consent records, and legal documents, so accuracy matters more than speed
• Comfort with technical concepts. You do not need to code, but you should be able to read an error message, follow a workflow diagram, and reason about how systems fit together
• Organised under pressure, with the ability to manage several open tickets at once, each with its own SLA
• Strong awareness of data security and confidentiality , including understanding what information can be shared in tickets, emails, logs, screenshots, and escalations, while avoiding unnecessary exposure of credentials, personal data, or sensitive customer information