Job Description

We're dreamers. Inventors. Pioneers. Constantly challenging the status quo, always on the lookout for the next breakthrough. We're building technological marvels and creating experiences that humanize technology. From real-time communication to AI, speech technologies to analytics, we're reinventing how businesses and customers communicate. Proudly cash-flow positive, we are funded by our customers, not VCs. Samespace is looking for a customer-focused Technical Support Engineer with a proven track record of providing excellent customer and technical support. What you'll do

• Handle simple product questions and more complex technical support issues via email, chat, and phone.
• Identify and troubleshoot technical issues experienced by customers.
• Coordinate with QA and the engineering teams to resolve errors and bugs.
• Prioritize customer interactions to expedite urgent customer needs.
• Work effectively with a variety of internal teams, including Sales, QA, Engineering, and Product Management.

What you have

• Excellent troubleshooting and communication skills - both oral and written.

• Superb phone, chat, and email etiquette.
• Ability to remain calm and effective at higher workloads, as well as excelling at prioritization and evaluation of situational urgency.

Bonus points

• 1+ years experience supporting an enterprise SaaS solution.
• Prior experience at a fast-growing startup.
• Familiarity with IP networking, SIP protocol, and packet capture tools (e.g. Wireshark).
• CCENT, CCNA, CCNP certifications.
• Engineering degree.

Location

• Mumbai

Job Type: Full-time Salary: From ?400,000.00 per year Benefits:

• Paid sick time
• Paid time off

Schedule:

• Rotational shift

Ability to commute/relocate:

• Mumbai, Mumbai Suburban - 400076, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you comfortable working in Rotational shifts?
• Do you hold a degree in BscIT/ Engineering?
• Are you familiar with VoIP networking?
• How many years of experience do you hold in supporting an enterprise SaaS solution?
• Have you worked previously in a Customer Service position?
• What is your Current CTC (In LPA)?
• What is your Expected CTC (In LPA)?
• What is your current Notice Period (in days)?

Experience:

• Technical support: 1 year (Preferred)

License/Certification:

• CCENT, CCNA, or CCNP certification (Preferred)