Customer Support Specialist

Location: Bangalore, Karnataka, India

Work Model: Hybrid — 2 days in office / 3 days remote (subject to change)

Working Hours: US hours (aligned to Pacific or Eastern Time)

Reports To: Support Manager About the Role

As a Support Specialist at SeekOut, you’ll be the frontline resource for users of our recruiting platform — resolving technical issues, managing user access, supporting integrations at a configuration level, and keeping internal support operations running smoothly. This is a hybrid role based in Bangalore, Karnataka, India, working US hours and reporting directly to the Support Manager.

The ideal candidate is detail-oriented, highly organized, and comfortable independently operating within a complex SaaS environment. You will handle L2/L3 support escalations, requiring deep technical knowledge and the ability to resolve advanced, multi-faceted customer issues with minimal supervision. You should be equally comfortable working across Intercom, Jira, Mixpanel, Salesforce, Slack, Zoom, and Microsoft 365 while collaborating cross-functionally with Customer Success, Implementation, Product, and Engineering teams.

What You’ll Do

• Customer Support & Case Management

• • Deliver timely, accurate support to customers via chat and email through Intercom

• • Conduct live troubleshooting sessions via Zoom

• • Clearly document customer issues and their resolutions

• • Maintain strong CSAT scores and consistent response time performance

• Ticketing & Escalation

• • Create and manage Jira tickets for bugs and engineering requests

• • Gather detailed troubleshooting context prior to escalating issues

• • Track ticket progress and keep customers informed throughout the resolution process

• • Partner with Product and Engineering teams on issue triage and follow-through

• User Access, Email Integration & SSO Troubleshooting

• • Guide clients through connecting their email accounts to SeekOut Outreach campaigns and configuring ATS integrations at the account level

• • Diagnose and resolve SSO login issues across identity providers such as Okta, Azure AD, and Google

• • Support user provisioning workflows, troubleshoot authentication failures, and assist with domain verification to ensure seamless account access

• Licensing & Account Administration

• • Assign and manage user licenses within the SeekOut Admin panel

• • Troubleshoot missing access, feature visibility, and role-based permission issues

• • Support seat transfers, user management, and renewal-related license updates

• Internal Admin & Backend Support

• • Perform internal administrative updates and verify account configurations

• • Validate backend settings that affect customer functionality

• • Support workspace configuration, sharing permissions, and export-related data checks

• Recruiter Workflow & Platform Support

• • Serve as a knowledgeable resource for recruiters navigating SeekOut’s core workflows, from candidate sourcing and search to outreach and ATS export

• • Assist recruiters in building and refining Boolean search queries, including advanced operators, field-specific filters, and Smart Match optimization

• • Guide users through AI-powered search features such as SeekOut Assist, AI-generated scorecards, and profile evaluations within Workspaces

• • Support the setup, troubleshooting, and best practices for Outreach email campaigns, including sequence configuration, template management, and deliverability issues

• • Help users understand and make the most of platform features including People Insights, Talent Rediscovery, Applicant Review, and Pipeline Insights

• Documentation & Process Improvement

• • Contribute to Help Center articles and internal troubleshooting documentation

• • Maintain and update Intercom macros and standard response templates

• • Identify recurring issues and surface recommendations for process improvement

• Cross-Functional Collaboration

• • Partner with Customer Success Managers on account-related support needs

• • Coordinate with the Implementation team to address onboarding issues

• • Relay product feedback to the Product team and support Engineering during bug validation

What We’re Looking For

• Required

• • 3+ years of experience in a SaaS technical support role, with at least 1–2 years operating at the L2 or L3 support tier — handling escalated, complex, and technically deep issues beyond standard tier-1 troubleshooting

• • Proven ability to independently operate and resolve complex, multi-layered support issues with minimal supervision

• • Strong deep-dive troubleshooting skills and technical acumen, including root cause analysis and structured problem-solving across platform, integration, and configuration layers

• • Hands-on experience with the following tools: Intercom, Jira, Mixpanel, Salesforce, Slack, Zoom, and Microsoft 365 (O365)

• • Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users

• • Ability to manage multiple conversations and priorities simultaneously

• Preferred

• • Experience supporting HR tech or recruiting platforms

• • Strong Boolean search knowledge, including advanced operators and field-specific querying

• • Experience troubleshooting SSO protocols and providers such as SAML, Okta, Azure AD, and Google

• • Familiarity with AI-assisted sourcing tools and workflows

• • Experience with admin-level platform configuration

• • Exposure to ATS integrations at a configuration level, including platforms such as Greenhouse, Workday, and Phenom

• • Experience working in a remote or distributed support environment

• Tools & Tech Stack

• Candidates should have direct experience with, or the ability to quickly ramp on, the following tools used by the SeekOut Support team:

• • Intercom — Customer messaging, live chat support, macros, and inbox management

• • Jira — Bug tracking, ticket creation, escalation workflows, and engineering coordination

• • Mixpanel — Product analytics for investigating usage patterns and troubleshooting

• • Salesforce — Account and customer data lookups, case history, and CRM reference

• • Slack — Internal team communication and cross-functional collaboration

• • Zoom — Live customer troubleshooting sessions and team meetings

• • Microsoft 365 (O365) — Email, calendar, and productivity tooling

• What Success Looks Like

• • High CSAT scores and consistent response time performance

• • Accurate, thorough troubleshooting with clear escalation paths when needed, including confident ownership of L2/L3 cases

• • Demonstrated ability to independently resolve complex issues with minimal escalation to senior staff

• • Strong internal documentation and knowledge-sharing habits

• • Positive, collaborative relationships across Customer Success, Implementation, Product, and Engineering