Native Structured
{
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"atsLocation": {
"city": "Bangalore",
"state": null,
"country": "India",
"province": "KA"
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"departmentId": "18836",
"locationType": "1",
"jobOpeningName": "Product Technical Specialist",
"departmentLabel": "SIPS",
"employmentStatusLabel": "Full Time"
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"datePosted": "2025-08-07",
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"city": "Bangalore",
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"description": "<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px; font-weight: bold\">About the role:</span></p>\n<p><br><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 15px\">As a Product Technical Specialist, you will be the trusted technical expert for our customers, ensuring they have a seamless and reliable experience with our SaaS platform. This role is for a natural problem-solver who thrives on diving deep into complex technical issues. You will be the backbone of our support operations, diagnosing and resolving intricate problems related to our AWS-hosted environment, networking configurations, and integrated phone systems. You are energized by a fast-paced environment and are passionate about providing world-class support through phone, email, and chat, ready to tackle any challenge that comes your way, including participation in a rotating on-call schedule to provide critical support.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px; font-weight: bold\">Role & Responsibilities:</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Lead technical troubleshooting sessions with customer IT teams, diagnosing and resolving complex issues related to networking (VPNs, firewalls, whitelisting), cloud infrastructure (AWS), and integrated phone systems.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Analyze application and server logs to identify bugs, performance bottlenecks, and the root cause of failures.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Collaborate directly with Engineering teams to escalate and resolve deep technical issues, acting as the customer advocate.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Proactively identify opportunities for product improvements and process enhancements to reduce support ticket volume and improve the customer experience.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Mentor junior team members on best practices for ticket handling and technical diagnosis.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px; font-weight: bold\">Qualifications:</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">4+ years of experience in a technical support role for an Enterprise SaaS product.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px; font-weight: bold\">Technical Proficiency:</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Strong hands-on experience with Zendesk for ticketing and customer support.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Deep understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, and protocols like SFTP and HTTPS.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., EC2, S3, VPC).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Familiarity with troubleshooting VoIP/telephony systems and understanding common issues.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px; font-weight: bold\">Core Skills:</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Exceptional critical thinking and problem-solving abilities with a passion for tackling complex technical challenges.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Demonstrated ability to work independently, manage high-priority tasks, and perform effectively under pressure.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Experience with log analysis tools (e.g., Kibana, CloudWatch) and network traffic analysis tools (e.g., Fiddler, Wireshark).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Ability to remain organized and detail-oriented while managing a high volume of support interactions.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Must be willing and able to participate in a rotating on-call schedule</span><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px; font-weight: bold\">.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px; font-weight: bold\">Why join us?</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Be part of a dynamic, high-growth tech company with an exciting future.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Work in a collaborative and supportive environment that values innovation and employee experience.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">Competitive compensation and benefits, including healthcare, 401(k), and professional development opportunities.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 15px\">An opportunity to make a direct impact in shaping peoples direct access to financial services by enabling community financial institutions to efficiently communicate with their membership base.</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px; font-weight: bold\">About Eltropy (www.eltropy.com)</span></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px\">Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement and productivity. CFIs (Community Banks and Credit Unions) use Eltropy to communicate with consumers via Text, Video, Secure Chat, co-browsing, screen sharing and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing and other contact center capabilities.</span></p>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px; font-weight: bold\">Eltropy Values:</span></p>\n<ul>\n<li><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px\">Customers are our North Star</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px\">No Fear - Tell the truth</span></li>\n<li><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px\">Team of Owners</span></li>\n</ul>\n<p><br><br></p>\n<p><span style=\"color: rgb(34, 34, 34); font-family: Arial, sans-serif; font-size: 15px\">Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.</span></p>",
"compensation": null,
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"jobOpeningName": "Product Technical Specialist",
"departmentLabel": "SIPS",
"jobOpeningStatus": "Open",
"minimumExperience": "Mid-level",
"jobOpeningShareUrl": "https://eltropy.bamboohr.com/careers/224",
"employmentStatusLabel": "Full Time"
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}