Product Technical Specialist

Job not on LinkedIn

🕒 June 25

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 56%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Eltropy

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

🤖 Artificial Intelligence

☁️ SaaS

💸 Finance

💰 $25M Series A - Eltropy on 2021-06

Artificial Intelligence • SaaS • Finance

Eltropy is

📋 Description

• Provide high-quality, real-time technical support to customers via phone, email, and chat, managing multiple issues simultaneously. • 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. • Utilize Zendesk to manage, prioritize, and document customer support tickets from initial contact through to resolution. • Analyze application and server logs to identify bugs, performance bottlenecks, and the root cause of failures. • Collaborate directly with Engineering teams to escalate and resolve deep technical issues, acting as the customer advocate. • Participate in a rotating on-call schedule to provide after-hours and weekend support for critical, service-impacting incidents. • Develop and maintain internal and customer-facing support documentation, including knowledge base articles and troubleshooting guides. • Proactively identify opportunities for product improvements and process enhancements to reduce support ticket volume and improve the customer experience. • Mentor junior team members on best practices for ticket handling and technical diagnosis.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. • 4+ years of experience in a technical support role for an Enterprise SaaS product. • Strong hands-on experience with Zendesk for ticketing and customer support. • Deep understanding of networking concepts, including TCP/IP, DNS, VPNs, firewalls, and protocols like SFTP and HTTPS. • Proven experience working with cloud environments, specifically Amazon Web Services (AWS) (e.g., EC2, S3, VPC). • Familiarity with troubleshooting VoIP/telephony systems and understanding common issues. • Exceptional critical thinking and problem-solving abilities with a passion for tackling complex technical challenges. • Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences. • Demonstrated ability to work independently, manage high-priority tasks, and perform effectively under pressure. • Experience with log analysis tools (e.g., Kibana, CloudWatch) and network traffic analysis tools (e.g., Fiddler, Wireshark). • Ability to remain organized and detail-oriented while managing a high volume of support interactions. • Must be willing and able to participate in a rotating on-call schedule.

🏖️ Benefits

• Competitive compensation and benefits, including healthcare, 401(k), and professional development opportunities.

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