Technical Support Engineer (SaaS Applications) India

This is a remote position. Support Associate | 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