Software Support Engineer – B2B SaaS, Technical Customer Support

Job not on LinkedIn

🔥 0 minutes ago

🇮🇳 India – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💻 IT Support

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.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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Scaleflex

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

💼 Consulting

📣 Marketing

📦 Logistics

💰 $2.6M Seed Round - Scaleflex on 2021-05

Consulting • Marketing • Logistics

Scaleflex is a Visual Experience Platform (VXP) and SaaS provider that helps companies store, manage, optimize and deliver images and videos at scale. Its modular platform combines digital asset management (DAM), visual AI (for classification, moderation, and generative tasks), brand portals, and dynamic media optimization with multi-CDN delivery and headless integrations. Scaleflex targets developers and marketing teams at enterprises and SMBs to speed content operations, improve web performance and SEO, moderate user-generated content, and reduce the carbon footprint of media delivery.

📋 Description

• Own technical support tickets in Zendesk/Jira from investigation through resolution, providing timely, empathetic customer updates • Troubleshoot SaaS application, configuration, integration, and performance issues using browser DevTools, logs, SQL queries, and diagnostic tools • Investigate REST API issues involving authentication, HTTP status codes, JSON payloads, and rate limits • Monitor application and infrastructure health, assess incidents, and promptly escalate customer-impacting issues • Reproduce bugs, document evidence and reproduction steps, and partner with QA and Engineering on root cause analysis • Handle live-chat technical questions from customers and prospects; route qualified commercial inquiries to Sales • Create knowledge base articles and troubleshooting guides to reduce recurring issues and improve self-service • Support Implementation teams with customer configurations and integrations; coordinate handovers across time zones • Identify recurring patterns and propose improvements to support processes, automation, and product reliability • Work a defined primary shift covering either US or Oceania business hours • Provide occasional flexibility for EU-time-zone training, meetings, urgent escalations, and handovers

🎯 Requirements

• Hands-on experience in Technical Support, Software Support Engineering, Application Support, or Developer Support for SaaS, cloud, or web products • Strong analytical troubleshooting and root cause analysis skills, including customer-facing incident ownership • Working knowledge of REST APIs, HTTP/HTTPS, JSON, authentication, and API troubleshooting • Practical experience with browser DevTools, HTML, SQL, application logs, and ticketing/issue-tracking systems such as Zendesk or Jira • Understanding of CDN, caching, or web performance concepts • Basic coding or scripting ability to investigate integrations • Hands-on experience using AI tools to speed up troubleshooting, research, and customer communication • Clear written and verbal communication, customer empathy, and effective collaboration with QA and Engineering • Reliability and autonomy in remote work, including availability for the agreed US or Oceania shift and occasional EU overlap • Fluent professional English, written and spoken • A Computer Science degree or equivalent practical experience is welcome • Experience with PostgreSQL, ClickHouse, cloud monitoring, and technical documentation is advantageous • French, German, or Spanish is a plus, not a requirement

🏖️ Benefits

• Fully remote work in an international B2B SaaS team, with ownership and direct cross-functional collaboration • Exposure to APIs, cloud infrastructure, media delivery, and AI-powered products, with opportunities to learn and improve support practices • A positive, multicultural environment that values initiative, teamwork, and practical problem-solving • 20 days of paid time off annually • Reimbursement of approved business travel expenses • Opportunities to attend company off-sites