Technical Support Specialist - SaaS Web Applications

What You'll Do

• Provide technical support to external customers and internal stakeholders through phone and email.
• Troubleshoot web-based SaaS application issues by understanding the customer's problem, asking relevant diagnostic questions and identifying the appropriate troubleshooting path.
• Investigate application issues by checking configurations, user settings, application behaviour, history and available diagnostic information.
• Reproduce customer-reported issues and determine whether the issue is related to user configuration, application behaviour or a potential product defect.
• Perform initial investigation and troubleshooting before escalating issues to Tier 2, Product or Engineering teams.
• Provide Engineering/escalation teams with clear technical information, reproduction steps and relevant evidence when raising issues.
• Use product documentation, knowledge-base articles and previous support cases to troubleshoot and resolve customer issues.
• Clearly explain technical concepts and solutions to non-technical customers.
• Maintain regular communication with customers throughout the investigation and resolution process.
• Take ownership of customer issues through to resolution while ensuring appropriate follow-up and escalation.
• Collaborate with Tier 2, Engineering, Customer Success and other internal teams to resolve complex issues.
• Continuously build knowledge of the product, application functionality and technical troubleshooting processes.

What We're Looking For

• 5+ years of experience in Technical Support, Product Support, Application Support or Customer Support in a SaaS/software/product environment.
• Hands-on experience supporting web-based applications.
• Strong troubleshooting and problem-solving skills.
• Ability to investigate an issue systematically, reproduce problems, test possible solutions and isolate the likely cause.
• Experience handling customer-reported technical issues and working with internal escalation/engineering teams.
• Strong written and verbal English communication skills.
• Comfortable communicating with customers over phone and email.
• Ability to explain technical concepts clearly to non-technical users.
• Strong sense of ownership and ability to manage customer issues through resolution.
• Willingness to work in an EMEA-aligned shift, currently expected to start around 1:30 PM IST, with occasional crossover coverage for America shifts when required.
• Willingness to work in a hybrid model from our Bengaluru office, with onsite work expected at least 50% of the time.

Good to Have

These are preferred, not mandatory:

• Experience supporting enterprise SaaS applications.
• Experience in complex business applications or domains such as GRC, governance, risk or compliance.
• Experience with Jira or similar ticket/bug-management tools.
• Exposure to identifying, documenting and escalating product defects.
• Basic knowledge of SQL/database queries or scripting.
• Experience working with logs, APIs or other application troubleshooting tools.

What You'll Get

At Diligent, you'll work with a global team supporting a large SaaS platform and gain exposure to complex customer problems, product troubleshooting and cross-functional collaboration.

You'll have the opportunity to:

• Work on complex SaaS application issues.
• Develop deeper technical troubleshooting skills.
• Work closely with Product and Engineering teams.
• Support global customers.
• Build expertise in enterprise software and GRC technology.
• Grow your career within a global technology organization.