Technical Support Executive Jobs in Bangalore

About This Role

TechSupport India is hiring Technical Support Executives for its Bangalore center to handle Level 1 and Level 2 technical support for SaaS and cloud product clients. The role involves diagnosing software and connectivity issues, guiding users through troubleshooting steps, logging bug reports, and escalating unresolved technical cases to the engineering team. This is a technical customer service role suited to candidates with basic IT knowledge who communicate clearly and can explain technical fixes in plain language.

Role Context

You will report to the Technical Support Lead and work within a team of eight support engineers handling tickets across email, chat, and voice. The team uses Zendesk for ticket management and maintains a documented knowledge base for common issues. Average ticket volumes run 40–60 per shift. You are expected to resolve 70% of issues at Level 1 without escalation, using the knowledge base and documented troubleshooting guides, and escalate remaining cases with complete diagnostic notes.

Key Responsibilities

• Handle incoming technical support tickets via email, chat, and voice for SaaS and cloud product clients
• Diagnose and resolve Level 1 issues including login failures, integration errors, and performance complaints
• Guide users step-by-step through browser, network, and application configuration troubleshooting
• Reproduce reported bugs in a test environment and document steps for engineering escalation
• Log detailed case notes in Zendesk including symptoms, troubleshooting steps taken, and resolution outcome
• Update the team knowledge base with new issue resolutions discovered during support cases
• Follow up on open cases and communicate resolution timelines clearly to waiting customers
• Participate in weekly bug report reviews and product update briefings with the engineering liaison

Requirements & Skills

• 1–3 years of technical support or IT helpdesk experience in a SaaS or technology company
• Basic understanding of web browsers, APIs, DNS, HTTP error codes, and cloud application behavior
• Proficiency with ticketing systems such as Zendesk, Freshdesk, or Jira Service Management
• Ability to explain technical issues and resolution steps clearly to non-technical users
• Strong written English for email and chat support — clear, concise, and free of jargon
• Methodical troubleshooting approach — ability to isolate issues through structured diagnostic steps
• Basic SQL knowledge for data-related customer support queries is a meaningful advantage

Benefits & Work Conditions

• Monthly salary of ₹20,000–₹38,000 based on technical knowledge and support experience
• PF and ESI benefits from day one as per statutory requirements
• Technical certification support including CompTIA and cloud platform credentials
• Access to test environments and internal knowledge base for daily troubleshooting work
• Clear career progression from L1 Support to L2 and Technical Support Lead within 18 months

Who Should Apply

This role suits candidates with a technical mindset who enjoy solving problems through structured diagnosis rather than following scripts. If you understand how web applications and cloud services behave, can explain technical resolutions to non-technical users without condescension, and want to build a technical support career with a clear path toward engineering-adjacent roles, TechSupport India's Bangalore center provides the environment, the product depth, and the growth pathway to do that.

About the Company

TechSupport India is a Bangalore-based technical support outsourcing company serving SaaS, cloud infrastructure, and developer tool clients across India and Southeast Asia. With 200 support engineers, the company handles technical support for eight product companies ranging from early-stage startups to established mid-market SaaS businesses. TechSupport is known for its knowledge-first culture, structured escalation processes, and a promotion track that transitions strong L1 agents into L2 and specialist roles systematically.

How to Apply

Apply through this listing with your resume. Describe one technical support case you handled that required more than the standard troubleshooting script — what the issue was, how you diagnosed it, and how it was resolved. Shortlisted candidates will be contacted within 4 working days.