Level 2 Technical Support Specialist

For over two decades, Smartsheet has empowered individuals and teams to accomplish remarkable feats. Our innovative work management solutions enable seamless automation, insightful analysis, and smarter scaling. More than just tools, we create an environment that encourages expansive thinking, decisive action, and the realization of impactful work. At Smarts…

Role overview Smartsheet seeks a Technical Support Specialist Level 2 based in Bangalore, INDIA. This position centers on assisting users with technical concerns and helping them make the most of the Smartsheet platform. Daily work involves troubleshooting, providing clear solutions, and supporting customers as they use various product features. Key responsibilities Investigate and resolve technical issues reported by customers Deliver accurate, helpful solutions in response to user questions Guide customers in using Smartsheet features and functions Share observations and insights with the team to improve support processes and contribute to platform improvements Impact Technical expertise in this role helps users address challenges and enhances their experience with Smartsheet. The feedback and knowledge contributed will also play a part in ongoing improvements to the platform and support services.

Role Overview Smartsheet seeks a Level 1 Technical Support Specialist for its Bangalore office. This hybrid role centers on supporting customers of Smartsheet’s SaaS platform. As the first point of contact, the specialist provides timely and effective assistance, helping resolve product and usage issues while building strong technical and product knowledge. This position is well-suited for those starting their support careers who are eager to learn and grow in SaaS technical support. Shift Details This role requires flexibility to work US rotational shifts, including evenings and nights, to support a global customer base. Transportation is provided for these shifts. What You Will Do Serve as the first line of support for customers via chat, email, Zoom, and phone. Troubleshoot and resolve common product, configuration, and usage questions. Understand customer inquiries, replicate reported issues as needed, and document findings clearly. Follow established troubleshooting guides and workflows. Escalate complex or unresolved cases to Level 2/Level 3 teams, providing detailed context. Educate customers on product features and recommended practices. Keep accurate records of support cases and update knowledge base articles when required. Consistently meet defined SLAs, quality standards, and productivity targets. Location Bangalore, INDIA (Hybrid)

For over two decades, Smartsheet has empowered individuals and teams to accomplish remarkable feats. From intuitive work management to innovative, scalable solutions, we consistently embrace efficiency. Our mission is to develop tools that enable teams to automate tedious tasks, uncover valuable insights, and scale intelligently. More than just tools, we cultivate an environment where creativity thrives, actions are taken, and impactful work is unlocked. When challenges align with purpose and passion translates into progress, that's where the magic happens, and it's what motivates us daily.Position: L1 Support Specialist – Customer Support (SaaS)Location: Bangalore, India (Office-based / Hybrid)Shift: Must be willing to work in rotational shifts, including evenings and nights, to support our global clientele. Transportation will be provided.Role Overview:We are in search of a dedicated L1 Support Specialist to join our customer support team in Bangalore. As the initial point of contact for our customers, you will deliver prompt, high-quality assistance while addressing common product and usage challenges. Your contribution will be vital in ensuring an exceptional customer experience while establishing robust product and technical foundations.This opportunity is ideal for individuals at the start of their support careers, eager to develop technical skills and pursue a long-term career in SaaS support.Responsibilities:Deliver frontline customer support through chat, email, Zoom, and phone.Troubleshoot and resolve common product, configuration, and usage issues.Comprehend customer concerns, replicate issues when necessary, and document findings succinctly.Adhere to established troubleshooting protocols and workflows.Escalate complex or unresolved issues to L2/L3 teams with complete context.Educate customers about product features and best practices.Maintain accurate case notes and update knowledge base articles as required.Achieve defined SLAs, quality standards, and productivity goals.

Skydio stands as a pioneer in the drone industry, recognized as the leading US drone company and the foremost innovator in autonomous flight technology, which is essential for the future of drones and aerial mobility. Our team possesses extensive expertise in artificial intelligence, coupled with unparalleled hardware and software development capabilities, operational excellence, and a steadfast commitment to customer satisfaction. We aim to empower a diverse spectrum of drone users, ranging from utility inspectors to first responders and military personnel in challenging environments.Role Overview:As a Senior Technical Support Specialist, you will be an integral part of a dynamic team, delivering in-depth diagnostic and advisory services on drone and cloud features to our business and government clientele. Your hands-on experience and thorough knowledge of Skydio products will be vital in ensuring our customers' operations remain seamless. You will liaise closely with our engineering and marketing teams to provide insights into the customer experience, tackling challenges related to hardware and software, including firmware troubleshooting, mission optimization, and diagnostics of cloud network issues. Your analytical skills will be put to use as you investigate flight or media streaming issues, recommend mitigations, and collaborate with product teams to drive resolutions.Location Requirement: This position is located in Bengaluru, India, and candidates must be prepared to work onsite five days a week.Your Impact:Serve as the liaison between Skydio and our enterprise customers, promptly addressing a variety of technical support inquiries.Collaborate with internal teams to become proficient in Skydio's product offerings, processes, and specifications, particularly with regard to autonomy features.Engage cross-functionally with teams including Product, Technical, Engineering, and Marketing to prioritize customer issues and escalations effectively.Utilize your knowledge of the Internet Protocol Suite and networking technologies to troubleshoot issues.

At HackerRank, we empower companies like NVIDIA, Amazon, and Microsoft to recruit and enhance the skills of the next generation of developers based on their capabilities, not their backgrounds. Our platform is relied upon by over 2,500 of the world's most innovative organizations to cultivate robust engineering teams prepared for future challenges.As we enter an era where humans and AI collaborate seamlessly, the landscape of technical talent is evolving. We provide businesses with improved methods to identify and nurture next-generation skills.The team at HackerRank is passionate about the impact of their efforts and pays meticulous attention to detail, ensuring our customers achieve remarkable success with products they genuinely appreciate. We operate with a sense of urgency, believing that exceptional results stem from maintaining high standards.About the RoleAs a Level 1 Technical Support Engineer, you will be the first point of contact for our customers at HackerRank. Your responsibilities will include managing the initial response for every incoming ticket, resolving issues independently where possible, and escalating more complex matters with thorough context and accurate triage.This position serves as the gateway to a well-defined engineering growth trajectory. Technical Support Engineers who develop strong technical knowledge and communication skills will find a clear path to advancement. The most successful TSEs take pride in their accuracy in triaging issues, maintaining queue health, and ensuring high-quality interactions with customers, recognizing that their efforts form the cornerstone for everything that follows.

Veeam Software is seeking a Specialist Engineer, Advanced Technical Support for Public Cloud, based in Bangalore, India. This role centers on delivering in-depth support for Veeam Backup solutions across AWS, Microsoft Azure, Google Cloud, and Veeam Data Cloud for Azure. The position calls for strong expertise in both Veeam and third-party products, with a focus on ensuring customer satisfaction through advanced troubleshooting and collaboration. Key responsibilities Deliver advanced technical support to Veeam clients by phone, email, and web conferencing. Handle escalated support cases from Technical Support and less experienced ATS team members, applying specialized knowledge. Diagnose and resolve issues involving third-party software, operating systems, networks, and applications that interact with Veeam products. Meet all assigned SLA and OLA requirements, keeping cases updated and managed within required timeframes. Document every customer interaction accurately in the CRM system, following SLA standards. Accept call transfers for both new and ongoing support cases as needed. Build and maintain strong customer relationships through prompt, clear communication. Collaborate with QA, R&D, Product Management, and other teams on cross-functional projects. Contribute to the internal Knowledge Base within your technical specialty. Mentor and train junior engineers regularly. Participate in pilot projects and knowledge-sharing initiatives across the department. Role focus This position emphasizes advanced troubleshooting for public cloud backup solutions, working closely with peers and other departments to resolve complex technical issues. The role also involves sharing expertise, supporting less experienced team members, and contributing to continuous improvement within the support organization.

Join our innovative team at asapp-2 as a Customer Engineer! In this dynamic role, you will be responsible for delivering exceptional customer support and technical solutions. You will engage with clients to identify their needs and provide tailored recommendations, ensuring their success with our products and services.

Join gleanwork as a Technical Support Engineer in the EMEA region. In this dynamic role, you will provide exceptional technical assistance to our clients, ensuring their systems run smoothly and efficiently. You will engage with a variety of technologies and customer inquiries, delivering top-notch solutions and contributing to customer satisfaction. Your expertise will help our clients navigate technical challenges and enhance their experience with our products.

Join Wrike as a Technical Support Engineer and become an integral part of our dynamic team! As a Technical Support Engineer, you will provide exceptional support to our customers, resolving their technical issues and ensuring they have a seamless experience with our platform.

At HackerRank, we empower organizations like NVIDIA, Amazon, and Microsoft to identify and cultivate the next generation of software developers based on their abilities rather than their backgrounds. Our platform is trusted by over 2,500 of the world’s leading companies to build robust engineering teams prepared for the future.In a world where humans and AI collaborate seamlessly, the criteria for strong technical talent are evolving. We provide businesses with innovative methods to recognize and invest in future-ready skills.Our team at HackerRank is dedicated to the influence of our work and pays meticulous attention to detail, ensuring that our clients experience success with products they truly enjoy. We operate with urgency and believe that exceptional results stem from high standards.About the RoleAs a Technical Support Engineer, you will take ownership of customer-impacting technical issues from initial report to resolution and prevention. You will act as the primary technical authority for escalations, coordinating prioritization with engineering and product teams. Your contributions will enhance reliability and user-friendliness across the HackerRank platform.Key ResponsibilitiesTroubleshoot and resolve issues across the HackerRank platform, including high-severity, business-critical customer incidents that require swift diagnosis and coordinated responses involving web applications, APIs, ATS integrations, and developer tools.Engage in root-cause analysis with engineering, escalate as necessary, and advocate for timely resolutions to customer-impacting issues.Assist customers with SSO (SAML/OIDC) and SCIM integration setups involving Okta and other identity providers.Serve as the primary technical partner for customers, guiding them towards the most secure and effective technical solutions rather than just the immediate fixes.Contribute to post-incident reviews, documentation, and tooling enhancements to mitigate future issues.

Join WMG as a Technical Support Engineer, where you will play a vital role in providing exceptional technical assistance to our clients. You will troubleshoot issues, offer solutions, and ensure customer satisfaction through efficient service delivery. Your expertise will be essential in maintaining our reputation for excellence in technical support.

Join Kaseya as a Technical Support Engineer and become a key player in delivering exceptional support to our clients. In this role, you will troubleshoot technical issues, provide solutions, and enhance customer satisfaction. You will collaborate with cross-functional teams to ensure seamless service delivery and contribute to the continuous improvement of our support processes.

About Glean:Established in 2019, Glean is a pioneering AI-driven knowledge management platform that empowers organizations to swiftly discover, organize, and share information across their teams. By seamlessly integrating with tools like Google Drive, Slack, and Microsoft Teams, Glean enhances productivity and collaboration by ensuring employees have access to the right knowledge at the right moment. Our advanced AI technology streamlines knowledge discovery, enabling teams to effectively utilize their collective intelligence.Glean was created by Founder & CEO Arvind Jain, who recognized the challenges employees experience in locating and comprehending information at work. By addressing the fragmentation of knowledge and the proliferation of SaaS tools, he aimed to develop an innovative solution—an AI-powered enterprise search platform that allows users to intuitively access the information they require. Glean has since evolved into the leading Work AI platform, offering enterprise-grade search, an AI assistant, and robust application- and agent-building capabilities to fundamentally transform workplace productivity.About the Role:We are on the lookout for a skilled Technical Support Engineer to join our rapidly growing, venture-backed startup. At Glean, we are dedicated to building a modern knowledge assistant that personalizes information access for every employee, ensuring that all organizational data is accessible, contextual, and up-to-date. Our team embodies a culture of hard work and fun, characterized by professionalism, creativity, passion, and a strong customer-centric approach.As a key technical resource for our customers, you will facilitate technical expansion and provide both proactive and reactive support to our expanding customer base. By delivering the highest level of service, you will contribute to creating the best customer experience in the industry.

Netradyne is at the forefront of innovation, utilizing advanced Computer Vision and Edge Computing to transform the transportation landscape. As a leader in fleet safety solutions, our growth has exceeded 4x annually, establishing our technology as a disruptive force in the industry. We are expanding our team and seeking proactive, ambitious, and competitive individuals to contribute to our exciting journey.Job Title: Lead Technical Support AnalystExperience Required: 8 to 12 YearsLocation: BangaloreAbout Netradyne:Netradyne is a premier AI and IoT product firm dedicated to enhancing safety and efficiency in commercial fleets. Our cutting-edge platform leverages sophisticated computer vision, edge computing, and data analytics to empower fleet drivers to operate safely, minimize incidents, and boost productivity.As a Lead Technical Support Analyst, you will serve as a vital first-level point of contact between Netradyne and our clients. Your role will involve diagnosing and resolving technical issues reported by customers while collaborating with cross-functional teams to ensure efficient and effective solutions. You will engage directly with customers to troubleshoot hardware and software issues related to Netradyne’s connected vehicle platforms.This position is crucial for customer success, as it involves providing prompt and accurate resolutions to issues and service requests reported by clients. The ideal candidate will possess strong English communication skills, excellent customer relationship management abilities, and prior experience supporting international customers, particularly in the US or UK.As we operate 24x7x365, we seek candidates willing to work flexible shifts, including weekends (Saturday and/or Sunday) based on business needs.Key Responsibilities:Troubleshoot and resolve customer-reported issues through phone, chat, and remote tools.Conduct root cause analysis and recommend corrective measures.Collaborate with engineering, QA, and product teams to tackle technical challenges.Manage support rotations, including incident escalation handling.Ensure proper case documentation and follow-up with customers in a timely manner.Escalate unresolved or critical issues with detailed technical information.

Netradyne is at the forefront of transforming the transportation industry through innovative Computer Vision and Edge Computing technologies. As a recognized leader in fleet safety solutions, we are experiencing remarkable growth, surpassing 4x year over year. Our groundbreaking solutions are making a significant impact as disruptive technologies in the market. As we expand our team, we are seeking dynamic, competitive, and innovative individuals to join us in driving our mission forward.Job Title: Senior Technical Support AnalystExperience: 4-6 YearsThe Senior Technical Support Analyst serves as a vital first-level contact between Netradyne and our valued customers. In this role, you will be responsible for diagnosing and resolving technical issues reported by customers, while collaborating with cross-functional teams to guarantee timely and effective solutions. You will engage directly with customers to troubleshoot hardware and software challenges related to Netradyne’s connected vehicle platforms.This position is crucial in ensuring customer success by delivering prompt and precise resolutions to customer-reported issues and service requests. The ideal candidate will possess strong English communication skills, exceptional customer relationship management abilities, and prior experience in supporting international clients (preferably from the US or UK).As we operate a 24x7x365 support center, we require candidates who are flexible to work any shift based on business needs, including weekends (Saturday and/or Sunday).

For over two decades, Smartsheet has empowered individuals and teams to achieve remarkable results. Our innovative work management tools and scalable solutions enable teams to automate repetitive tasks, gain insights, and work smarter. We are committed to creating a collaborative environment that fosters creativity and drives meaningful work. When challenges meet purpose and passion translates into progress, that’s the magic we strive for every day.Smartsheet is seeking a Technical Support Team Lead to join our dynamic Technical Support organization. In this pivotal role, you will serve as a subject matter expert within our feature-specific support teams. You will engage with a wide range of technical customer inquiries, collaborate closely with our Engineering partners to manage escalations, drive enhancements in case resolution and quality assurance, and provide mentorship to the technical team. You will also play a key role in training and hiring processes and ensure that the voice of Support and our customers is integrated into product development.The ideal candidate will be dedicated to improving both customer and support agent experiences. Strong multitasking abilities, exceptional troubleshooting skills, comfort in ambiguous situations, and a confident demeanor are essential for success in this role. This individual will possess a blend of technical, analytical, and collaborative skills, partnering effectively with a distributed team across various functions and regions. A proven track record of driving change to empower support teams and a passion for the growth and success of Smartsheet’s customers will set you apart.At Smartsheet Support, we pride ourselves on providing empathetic and expert assistance. We are the first line of defense for our customers, addressing issues, sharing best practices, and advocating for users. Our specialized teams are aligned with various domains of knowledge, ensuring efficient and effective customer resolutions.You will report to a Support Manager. This is an in-office position.

Join Celonis, the global frontrunner in Process Intelligence technology and one of the fastest-growing SaaS companies worldwide. We recognize a tremendous opportunity to enhance productivity by integrating AI and data intelligence into business processes, and we invite you to be a part of this transformation.The Team:Our Celonis Support Services team operates using a 3-Level Support model, featuring a dedicated group of highly-trained Celonis experts based at our Support Centre. Our support engineers are adept at addressing the common challenges organizations face when implementing Celonis software, offering swift diagnosis and resolution for product-related inquiries, and providing technical assistance for both On-Premise and Cloud-based Celonis products. You will directly report to the Team Lead of Customer Support and will be stationed in Bangalore, India. The Role:Your primary responsibility will involve analyzing, diagnosing, and resolving intricate technical issues. This will require close collaboration with our Product and Engineering teams, and occasionally with our customers.The work you’ll do:Deliver comprehensive technical support for customer inquiries across various product areas of the Celonis Platform.Manage and resolve complex support tickets in accordance with ITSM processes.Assess problems or defects for close collaboration with Celonis Development and Product Management.Engage in and lead regular Root Cause Analysis (RCA) cycles to enhance our Support Knowledge Base.Participate in initiatives aimed at Continual Service Improvement (CSI) within Celonis and the Support Organization.Engage in a 24x7 Support model.The qualifications you need:A degree in IT, Computer Science, Engineering, or a related field.Some experience as a Technical Support Engineer, preferably with a background in resolving complex technical issues.Basic knowledge of heterogeneous Linux/Unix systems.Familiarity with one or more areas such as SSO, JKS, Docker, Kubernetes, Datadog, Python, Java.A structured approach to problem analysis and resolution.Experience with database systems and SQL is preferred.Familiarity with AWS and/or MS Azure.Strong customer interaction skills, with a focus on communication and service.

For over two decades, Smartsheet has been at the forefront of empowering individuals and teams to achieve remarkable outcomes. Our innovative work management tools and scalable solutions enable seamless operations, automating mundane tasks while uncovering valuable insights. We cultivate an environment that inspires big thinking, proactive action, and the realization of impactful work. Here, the intersection of challenge and purpose creates a transformative experience that fuels our daily mission.We are seeking a dynamic Technical Support Team Lead to join our Technical Support division. In this pivotal role, you will serve as a subject matter expert within our specialized support pods, addressing a diverse range of technical customer inquiries. You will collaborate closely with our Engineering teams to manage escalations, enhance case handling processes, and maintain quality assurance. Mentorship and guidance for the technical support team will also be part of your responsibilities, alongside contributing to training and recruitment efforts. You will represent the voice of Support and Customers in product development discussions.The ideal candidate will prioritize customer and support agent experiences, demonstrating exceptional multitasking abilities, troubleshooting expertise, and the confidence to thrive in ambiguous situations. A successful candidate will balance technical, analytical, and collaborative skills while working with a distributed team across various functions and geographical locations. A proven track record in driving meaningful change to enhance support operations and a passion for the success of Smartsheet’s customers are essential for this role.At Smartsheet Support, we are committed to empowering our users through expert engagement, serving as the primary point of contact for issue resolution, sharing best practices, and advocating for our customers. Our teams specialize in distinct knowledge domains, ensuring effective and timely customer resolutions.This is an in-office position reporting to a Support Manager.

About Easyship: Easyship stands at the forefront of multi-carrier shipping software, dedicated to making global eCommerce accessible to all. Since our inception in 2014, we have been driven by the vision to simplify logistics by eliminating the uncertainties surrounding international shipping costs and complexities. With over 100,000 brands relying on our platform, we serve as a single 'mission control' for global trade, providing access to more than 550 courier services spanning over 200 destinations. As a globally recognized and award-winning team (featured in Forbes 30 Under 30, and recognized by TechInAsia as a Best Startup), we have established our offices in key cities such as London, New York, and Hong Kong. Our rapid growth is fueled by a commitment to transparency and a passion for constructing the infrastructure that powers modern commerce. If you're eager to tackle complex challenges at a large scale, we would love to have you on board. Who We’re Looking For:We are in search of L2 Technical Support Engineers to be the technical backbone of our client support operations. In this vital role, you will deliver 'white-glove' service to our most esteemed clients while acting as the conduit between frontline support and our engineering teams. In this position, you won’t just resolve tickets; you will own the entire technical resolution lifecycle. You should possess an engineering mindset, a mastery of APIs, and the ability to articulate complex technical root causes to non-technical stakeholders. Key Responsibilities: Incident Management & Client Advocacy: Rapid Response: Monitor dedicated external communication channels to provide immediate, expert-led responses to high-priority client issues, strictly adhering to SLAs. End-to-End Ownership: Manage the entire lifecycle of complex issues—from initial acknowledgment and investigation to client communication and final resolution. Expectation Management: Proactively set clear expectations regarding resolution timelines (ETA) based on issue complexity and resource availability. White-Glove Communication: Act as the dedicated Tier 2 Point of Contact (POC), translating complex technical findings into clear, jargon-free language to facilitate client understanding. This full-time, onsite role is based in our Bengaluru (MG Road) office and follows US collaboration hours (10:00 PM–7:00 AM IST) to ensure seamless cross-regional execution.