Technical Support Engineer

Role - Technical Support Executive Experience - 2-5 Years Location - Mohali, Sec 75 Working Days - 5 Days + 2nd & 4th Saturday Work Mode - WFO Role & responsibilities As a Technical Support Executive , you will be the first point of contact for customers using our flagship product, BotPenguin . You will help resolve technical queries, troubleshoot issues, and ensure customer satisfaction by providing timely and effective solutions. Your role will also involve gathering customer feedback and collaborating with product and engineering teams to continuously improve the platform. What you need for this role- Education: Bachelors degree in Computer Science, IT, or related field. Experience: 2-5 years in technical support or customer success roles (preferably in SaaS or IT solutions). Skills Required: Strong problem-solving and troubleshooting skills. Excellent communication skills (verbal and written). Familiarity with CRM and support tools (e.g., Freshdesk, Zendesk). Ability to analyze customer feedback and identify recurring issues. Technical aptitude with a willingness to learn product features deeply. What you will be doing- Respond to customer queries via chat, email, and calls. Troubleshoot technical issues and provide timely, effective solutions. Escalate complex issues to engineering or product teams when required. Collect and document customer feedback to identify trends. Suggest improvements for product features and support processes. Collaborate with cross-functional teams to enhance customer experience. Support other organisational tasks as required, including training new team members or assisting operations teams. Top reasons to work with us- Be the voice of customers for a fast-growing AI SaaS product. Work with global clients and cutting-edge technology. Growth-oriented culture with opportunities to upskill. Collaborative team environment with knowledge-sharing at its core. Flexible work hours and a strong work-life balance.