About this role

We're building our support team and are looking for proactive, empathetic, and resourceful problem-solvers who are excited to make an impact in a fast-paced environment.

If you're someone who thrives on helping others, enjoys solving problems, and can communicate clearly and effectively, this role is for you!

As a Technical Support Engineer, you'll be the first point of contact for our customers, ensuring they have a seamless and positive experience.

You'll handle customer queries, troubleshoot issues, and provide product guidance, helping users get the most out of Zenskar.

Key Responsibilities

Technical Customer Support & Issue Resolution

• Respond promptly to customer inquiries via chat, email, or calls.

• Troubleshoot and resolve customer issues efficiently and escalate when necessary.

• Keep customers informed about issue resolutions and product updates.

Product Guidance & Customer Success

• Develop a deep understanding of the product to help customers navigate features.

• Assist users with account setup, configurations, and best practices.

• Proactively identify pain points and guide users to solutions.

Empathy & Relationship Building

• Build strong relationships with customers by understanding their needs.

• Maintain a customer-first approach, ensuring satisfaction and engagement.

• Educate customers on new features, best practices, and self-service options.

Documentation & Feedback

• Contribute to FAQs, knowledge bases, and troubleshooting guides for better self-service.

• Provide actionable feedback to internal teams to improve the product and support experience.

Key Qualifications

What Makes a Great Support Specialist?

Excellent Communication Skills

• Ability to write and speak clearly and professionally in English.

• Can explain complex concepts in simple terms to both technical and non-technical users.

• Active listening skills to understand customer concerns and respond empathetically.

Strong Problem-Solving & Analytical Skills

• Quick thinker who can troubleshoot issues logically and find effective solutions.

• Can adapt to new situations and solve problems on the fly.

• Comfortable working with ticketing systems and logging accurate information.

Product & Customer Focus

• Curious and eager to learn about new products and features.

• Ability to grasp technical concepts even without a technical background.

• Understands customer needs and is committed to providing top-tier support.

Team Player & Ownership Mindset

• Takes initiative and works independently to resolve customer queries.

• Works well with cross-functional teams (Product, Engineering, and Success).

• High accountability and ownership of customer issues from start to resolution.

Work Hours

• Full-time: 4:30-5:00 PM – 3.30 AM IST with breaks in between

• Supporting our international (primarily US-based) customer base

Location

• Hybrid - 2 days per week (Tuesday, Thursday)

• Office Location: Indiranagar, Bengaluru.

• Address: 3rd Floor, A wing No 1, Carlton Towers, HAL Old Airport Rd, HAL 2nd Stage, Indiranagar, Bengaluru, Karnataka 560008.

Why Join Zenskar?

• Work with a fast-growing company where your contributions matter.

• Get exposure to a variety of customers and industries.

• Be part of a supportive, collaborative team that values growth and learning.