Own SaaS customer support cases from triage through resolution. Investigate application behavior, logs, data discrepancies, integrations, and defects using SQL and troubleshooting techniques. Document findings, provide customer updates, escalate complex issues to engineering, validate fixes, maintain knowledge base content, and identify recurring product or support-process improvements. Requires independent remote work, strong communication, cloud exposure, and occasional evening or overnight availability aligned with US customer needs.
This is a remote position.
Location: India | Fully remote
Engagement: Independent contractor
Compensation: Paid in USD
Working schedule: Hours aligned with customer needs; evening or overnight support may occasionally be required
Twenty5 is seeking a hands-on Technical Product Support Engineer to help customers troubleshoot issues and get the most from our SaaS products.
You will own support cases, use SQL to investigate product and data issues, and partner with engineering to resolve complex problems. This role suits someone who takes initiative, communicates clearly, and can move an investigation forward independently.
Required qualifications Candidates must meet all of the following requirements:
- At least 3 years of hands-on technical product support experience in a SaaS environment, with demonstrated ownership of customer issues through resolution.
- Proficiency with Jira and Zendesk, or comparable issue-tracking and customer-support tools, including case management, investigation documentation, and escalation tracking.
- Solid working knowledge of SQL and database querying, with the ability to independently write queries to investigate data discrepancies, validate application behavior, and diagnose product issues.
- Excellent written and verbal communication skills, including the ability to explain technical findings and next steps clearly to customers.
- A customer-first mindset, with a commitment to timely follow-through and practical solutions.
- A technical, self-driven, and proactive approach, including the ability to investigate unfamiliar issues, identify next steps, and escalate with supporting evidence.
- Ability to work independently in a fully remote setting, manage priorities, and collaborate effectively with distributed teams.
- Flexibility to work evening occasionally or overnight hours in India when customer needs require support during US Eastern Time hours.
- Exposure to AWS, Microsoft Azure, or Google Cloud Platform, with the ability to explain how you have used cloud services or environments in your work.
- Based in India and willing to work as an independent contractor paid in USD.
General customer service, desktop support, infrastructure support, or software development experience alone does not fulfil the requirement for hands-on technical SaaS product support.
What you’ll do - Own customer support cases from initial triage and investigation through resolution.
- Reproduce reported issues and investigate application behavior, data, logs, and error messages.
- Write and execute SQL queries to diagnose issues, validate findings, and confirm fixes.
- Investigate configuration issues, data discrepancies, integration failures, and potential product defects.
- Provide clear customer updates, including findings, workarounds, and next steps.
- Escalate complex issues to engineering with reproduction steps, relevant logs, query findings, and customer impact.
- Work with engineering and other internal teams to validate fixes and confirm resolution with customers.
- Maintain accurate support tickets and investigation notes.
- Create and update troubleshooting guides and knowledge base articles.
- Identify recurring issues and recommend improvements to the product and support process.
- Provide occasional evening or overnight support when required by customer needs.
- DevOps experience or familiarity with CI/CD pipelines and deployment processes.
- Experience using Confluence or a similar platform for knowledge base management.
- Experience as a debug engineer or performing code tracing to investigate application issues.
Preferred qualifications supplement the required qualifications; they do not replace them.
Working arrangement and compensation This is a fully remote independent contractor opportunity for someone based in India. Compensation will be paid in USD, with the rate agreed based on experience and the scope of the engagement.
Working hours will be coordinated around customer needs. Evening or overnight availability will be required to support US customers.
The rate, contract duration, working arrangements, invoicing requirements, and payment terms will be confirmed before the engagement begins.
How to apply Submit your resume along with a brief response covering:
- Your hands-on SaaS product support experience and the products you have supported.
- An example of a customer issue you investigated using SQL.
- The customer-support and issue-tracking tools you have used.
- Your exposure to AWS, Azure, or GCP.
- Your availability for occasional evening or overnight customer support.
- Confirmation that you are based in India and comfortable with a contractor engagement paid in USD.
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