Customer Support Specialist

Location: Bangalore, Karnataka, India

Work Model: Hybrid — 2 days in office / 3 days remote (subject to change)

Working Hours: US hours (aligned to Pacific or Eastern Time)

Reports To: Support Manager About the Role

As a Support Specialist at SeekOut, you’ll be the frontline resource for users of our recruiting platform — resolving technical issues, managing user access, supporting integrations at a configuration level, and keeping internal support operations running smoothly. This is a hybrid role based in Bangalore, Karnataka, India, working US hours and reporting directly to the Support Manager.

The ideal candidate is detail-oriented, highly organized, and comfortable independently operating within a complex SaaS environment. You will handle L2/L3 support escalations, requiring deep technical knowledge and the ability to resolve advanced, multi-faceted customer issues with minimal supervision. You should be equally comfortable working across Intercom, Jira, Mixpanel, Salesforce, Slack, Zoom, and Microsoft 365 while collaborating cross-functionally with Customer Success, Implementation, Product, and Engineering teams.

What You’ll Do

Customer Support & Case Management

• Deliver timely, accurate support to customers via chat and email through Intercom

• Conduct live troubleshooting sessions via Zoom

• Clearly document customer issues and their resolutions

• Maintain strong CSAT scores and consistent response time performance

Ticketing & Escalation

• Create and manage Jira tickets for bugs and engineering requests

• Gather detailed troubleshooting context prior to escalating issues

• Track ticket progress and keep customers informed throughout the resolution process

• Partner with Product and Engineering teams on issue triage and follow-through

User Access, Email Integration & SSO Troubleshooting

• Guide clients through connecting their email accounts to SeekOut Outreach campaigns and configuring ATS integrations at the account level

• Diagnose and resolve SSO login issues across identity providers such as Okta, Azure AD, and Google

• Support user provisioning workflows, troubleshoot authentication failures, and assist with domain verification to ensure seamless account access

Licensing & Account Administration

• Assign and manage user licenses within the SeekOut Admin panel

• Troubleshoot missing access, feature visibility, and role-based permission issues

• Support seat transfers, user management, and renewal-related license updates

Internal Admin & Backend Support

• Perform internal administrative updates and verify account configurations

• Validate backend settings that affect customer functionality

• Support workspace configuration, sharing permissions, and export-related data checks

Recruiter Workflow & Platform Support

• Serve as a knowledgeable resource for recruiters navigating SeekOut’s core workflows, from candidate sourcing and search to outreach and ATS export

• Assist recruiters in building and refining Boolean search queries, including advanced operators, field-specific filters, and Smart Match optimization

• Guide users through AI-powered search features such as SeekOut Assist, AI-generated scorecards, and profile evaluations within Workspaces

• Support the setup, troubleshooting, and best practices for Outreach email campaigns, including sequence configuration, template management, and deliverability issues

• Help users understand and make the most of platform features including People Insights, Talent Rediscovery, Applicant Review, and Pipeline Insights

Documentation & Process Improvement

• Contribute to Help Center articles and internal troubleshooting documentation

• Maintain and update Intercom macros and standard response templates

• Identify recurring issues and surface recommendations for process improvement

Cross-Functional Collaboration

• Partner with Customer Success Managers on account-related support needs

• Coordinate with the Implementation team to address onboarding issues

• Relay product feedback to the Product team and support Engineering during bug validation

What We’re Looking For

Required

• 3+ years of experience in a SaaS technical support role, with at least 1–2 years operating at the L2 or L3 support tier — handling escalated, complex, and technically deep issues beyond standard tier-1 troubleshooting

• Proven ability to independently operate and resolve complex, multi-layered support issues with minimal supervision

• Strong deep-dive troubleshooting skills and technical acumen, including root cause analysis and structured problem-solving across platform, integration, and configuration layers

• Hands-on experience with the following tools: Intercom, Jira, Mixpanel, Salesforce, Slack, Zoom, and Microsoft 365 (O365)

• Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users

• Ability to manage multiple conversations and priorities simultaneously

Preferred

• Experience supporting HR tech or recruiting platforms

• Strong Boolean search knowledge, including advanced operators and field-specific querying

• Experience troubleshooting SSO protocols and providers such as SAML, Okta, Azure AD, and Google

• Familiarity with AI-assisted sourcing tools and workflows

• Experience with admin-level platform configuration

• Exposure to ATS integrations at a configuration level, including platforms such as Greenhouse, Workday, and Phenom

• Experience working in a remote or distributed support environment

Tools & Tech Stack

Candidates should have direct experience with, or the ability to quickly ramp on, the following tools used by the SeekOut Support team:

• Intercom — Customer messaging, live chat support, macros, and inbox management

• Jira — Bug tracking, ticket creation, escalation workflows, and engineering coordination

• Mixpanel — Product analytics for investigating usage patterns and troubleshooting

• Salesforce — Account and customer data lookups, case history, and CRM reference

• Slack — Internal team communication and cross-functional collaboration

• Zoom — Live customer troubleshooting sessions and team meetings

• Microsoft 365 (O365) — Email, calendar, and productivity tooling

What Success Looks Like

• High CSAT scores and consistent response time performance

• Accurate, thorough troubleshooting with clear escalation paths when needed, including confident ownership of L2/L3 cases

• Demonstrated ability to independently resolve complex issues with minimal escalation to senior staff

• Strong internal documentation and knowledge-sharing habits

• Positive, collaborative relationships across Customer Success, Implementation, Product, and Engineering

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