Technical Support Associate

Technical Support Associate Objective To independently manage support operations, technical troubleshooting, and customer implementations with ownership. Expected Qualifications ● Graduate in technical field (B.Tech/BCA/MCA or equivalent) ● Minimum 2 years of experience in SaaS support or cloud support environment ● Working knowledge of AWS and cloud infrastructure concepts ● Good understanding of networking, routers, remote connectivity, and troubleshooting ● Strong verbal and written communication skills in Hindi and English Expected Skills ● Strong technical troubleshooting capability ● Customer issue ownership and resolution management ● Ability to handle critical situations independently ● Good analytical and problem-solving mindset ● Experience with SaaS applications, support workflows, and escalation handling KRAs / Responsibilities ● Independently manage implementation and support activities ● Handle cloud backup solutions, remote access tools, CRM, and HRMS support ● Troubleshoot technical issues efficiently and reduce resolution time ● Manage escalations and coordinate with internal technical teams ● Ensure customer satisfaction and service quality standards ● Maintain proper documentation and operational reporting ● Support process improvement and knowledge-sharing initiatives ● Mentor interns and assist in team coordination when required