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    Offices: Bengaluru, Karnataka, India (Bengaluru, Karnataka, India);