Saas Customer Support Engineer

Job Description

Job Overview

As a Saas Customer Support Engineer  you will be responsible for managing customer and partner communications to resolve support tickets, ensuring timely resolution within contractual SLAs, and contributing to the overall customer experience. This role requires strong technical troubleshooting skills across data platforms, networking, and SaaS environments, combined with a customer‑first mindset and excellent communication abilities.

Key Responsibilities

• Manage all communication with customers and partners required to resolve support tickets.
• Resolve support tickets within contractual Service Level Agreements.
• Coordinate and track ticket escalations.
• Maintain accurate records of communication and actions in Zendesk.
• Contribute frequently asked questions and solutions to the Collibra knowledge base.

Qualifications

Required Skills

• SaaS Support Experience: 3–5 years in customer‑facing SaaS support roles.
• SQL Proficiency: Hands‑on experience with multiple SQL dialects.
• Connectivity Troubleshooting: Experience with JDBC/ODBC connectivity, firewalls, and connection strings.
• Metadata & Data Flow Knowledge: Understanding of metadata structures and data flows across cloud platforms (Snowflake, BigQuery), ETL tools (dbt, Informatica), and BI systems (Tableau, Power BI).
• Log Analysis: Ability to parse and interpret diverse log formats (application logs, stack traces, system logs).
• Linux & Containers: Fluency with Linux command line for service/file management; Kubernetes or containerized environments experience is a plus.
• Enterprise Security & Networking: Working knowledge of SSL/TLS certificates, proxy settings, and SaaS communication with on‑premise data sources.

Required Qualifications

• Bachelor’s degree or equivalent related working experience.
• Strong customer focus with a commitment to delivering white glove service during incident management.
• Eagerness to learn and adopt new technologies and tools.
• Team player with strong collaboration skills.
• Investigative mindset with a passion for solving technical issues.
• Excellent communication skills to document, summarize, and explain complex situations clearly

Additional Information

At Tech Vedika, we are looking for talented individuals who want to work with driven people. Attain success while working on interesting projects with a culturally diverse group of individuals.

Perks & Benefits: 

• Health Insurance
• Meal Vouchers
• Learning Aids
• Client/Customer Interactions
• Working with great minds 

If you want an exciting and dynamic career with unlimited growth potential, then Tech Vedika is the place for you!