Software Support Engineer – B2B SaaS, Technical Customer Support

Scaleflex

. Own technical support tickets in Zendesk/Jira from investigation through resolution, providing timely, empathetic customer updates .

Posted 10/26/2026full-timeRemote • IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Technical Support for SaaS applications, with strong analytical troubleshooting skills and a solid understanding of REST APIs, SQL, and application performance monitoring. Capable of effective communication and collaboration with cross-functional teams while maintaining customer empathy and reliability in remote work settings.

Highest-signal resume keywords

Technical Support ExperienceREST API TroubleshootingSQL ProficiencyZendesk/Jira FamiliarityAnalytical Troubleshooting Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportApplication SupportREST APISQLHTMLBrowser DevToolsCoding/ScriptingCloud MonitoringTechnical DocumentationIncident Ownership

Soft Skills

Customer EmpathyClear CommunicationEffective CollaborationAnalytical ThinkingReliability

Tools & Technologies

ZendeskJiraAI ToolsDiagnostic ToolsCDNCaching

Certifications & Qualifications

Computer Science Degree

Industry Keywords

SaaSCloud ProductsWeb ProductsIntegrationPerformance Monitoring

Tech Stack

Tools & technologies

CloudPostgresSQL

About the role

Key responsibilities & impact

Own technical support tickets in Zendesk/Jira from investigation through resolution, providing timely, empathetic customer updates
Troubleshoot SaaS application, configuration, integration, and performance issues using browser DevTools, logs, SQL queries, and diagnostic tools
Investigate REST API issues involving authentication, HTTP status codes, JSON payloads, and rate limits
Monitor application and infrastructure health, assess incidents, and promptly escalate customer-impacting issues
Reproduce bugs, document evidence and reproduction steps, and partner with QA and Engineering on root cause analysis
Handle live-chat technical questions from customers and prospects; route qualified commercial inquiries to Sales
Create knowledge base articles and troubleshooting guides to reduce recurring issues and improve self-service
Support Implementation teams with customer configurations and integrations; coordinate handovers across time zones
Identify recurring patterns and propose improvements to support processes, automation, and product reliability
Work a defined primary shift covering either US or Oceania business hours
Provide occasional flexibility for EU-time-zone training, meetings, urgent escalations, and handovers

Requirements

What you’ll need

Hands-on experience in Technical Support, Software Support Engineering, Application Support, or Developer Support for SaaS, cloud, or web products
Strong analytical troubleshooting and root cause analysis skills, including customer-facing incident ownership
Working knowledge of REST APIs, HTTP/HTTPS, JSON, authentication, and API troubleshooting
Practical experience with browser DevTools, HTML, SQL, application logs, and ticketing/issue-tracking systems such as Zendesk or Jira
Understanding of CDN, caching, or web performance concepts
Basic coding or scripting ability to investigate integrations
Hands-on experience using AI tools to speed up troubleshooting, research, and customer communication
Clear written and verbal communication, customer empathy, and effective collaboration with QA and Engineering
Reliability and autonomy in remote work, including availability for the agreed US or Oceania shift and occasional EU overlap
Fluent professional English, written and spoken
A Computer Science degree or equivalent practical experience is welcome
Experience with PostgreSQL, ClickHouse, cloud monitoring, and technical documentation is advantageous
French, German, or Spanish is a plus, not a requirement

Benefits

Comp & perks

Fully remote work in an international B2B SaaS team, with ownership and direct cross-functional collaboration
Exposure to APIs, cloud infrastructure, media delivery, and AI-powered products, with opportunities to learn and improve support practices
A positive, multicultural environment that values initiative, teamwork, and practical problem-solving
20 days of paid time off annually
Reimbursement of approved business travel expenses
Opportunities to attend company off-sites