Technical Support Engineer (SaaS Applications) India

Location: India

Type: Remote

Twenty5 is looking for a motivated and detail-oriented Support Associate with 3–5 years of experience in product support, ready to deliver exceptional service for our web application in a fully remote capacity. This role is ideal for a hands-on, technically minded professional who takes ownership of product issues end-to-end and thrives in a fast-paced, collaborative environment.

The successful candidate will be the first point of contact for customers across email and phone channels, and will play a key role in maintaining and enriching our self-service knowledge base. You will work closely with internal teams to resolve product-related queries efficiently and ensure every interaction reflects Twenty5's commitment to quality service.

What You'll Do

• Manage and resolve product support tickets across email and phone with a focus on timely, accurate, and empathetic responses
  

• Diagnose and troubleshoot product issues hands-on, including querying databases to investigate and resolve customer-reported issues
  

• Escalate complex cases to senior team members as needed, with well-documented findings
  

• Contribute to and maintain self-service resources including FAQs, help articles, and user guides
  

• Log, track, and update support cases accurately using Jira or equivalent support tools
  

• Coordinate with internal stakeholders to drive resolution of customer queries
  

• Meet and consistently maintain SLA targets, response times, and customer satisfaction benchmarks
  

What We're Looking For

Mandatory:

• 3–5 years of hands-on product support experience within a SaaS environment — must be technical, self-driven, and proactive
  

• Proficiency with Jira and Zendesk or similar support tools
  

• Solid working knowledge of SQL and database querying to diagnose and investigate product issues
  

• Excellent written and verbal communication skills with a customer-first mindset
  

• Comfortable working independently in a fully remote setting, aligned to US EST hours
  

Good to Have:

• Exposure to SAP / S/4 Hana is a strong advantage
  

• DevOps experience or familiarity with CI/CD pipelines and deployment processes
  

• Familiarity with Confluence for knowledge base management
  

• Exposure to cloud platforms (AWS, Azure, or GCP) is a nice to have