Technical Support Specialist

JOB DESCRIPTION Title: Technical Support SpecialistLocation: Bangalore, India (Hybrid)Industry: Security | Product-Based OrganisationOrganization: Crisis24 Who We Are Looking ForWe are seeking an experienced and driven Technical Support Specialist to join our India team at the earliest opportunity. As a global leader in security and risk management, Crisis24 provides advanced security intelligence and operational support for multinational organizations.In this role, you will be a critical part of our support operations, delivering high-quality technical assistance for our security products and services across global time zones. The ideal candidate will bring a strong technical foundation, excellent communication skills, and the ability to resolve complex issues efficiently. What You Will Work On• Provide Tier 1 and Tier 2 technical support to global customers via phone, email, and support portals, ensuring timely and effective resolution.• Troubleshoot technical issues related to CRM systems (e.g., Salesforce, Zoho, Zendesk) and ticketing tools (e.g., Jira, Confluence).• Analyze and interpret logs, XML data, and API responses, and understand basic data synchronization flows to resolve customer issues.• Act as the liaison between customers and internal teams, escalating issues where necessary and following through to resolution.• Accurately document all support interactions and maintain detailed case records in the company’s CRM and knowledge base.• Stay calm and organized during high-volume periods, particularly during global incidents or product updates.• Provide proactive updates to customers, communicate new product features, and contribute to continuous improvement through feedback collection.• Collaborate cross-functionally with Engineering, QA, and Product teams to drive customer-focused solutions.• Participate in user acceptance testing and knowledge documentation for product enhancements.Preferred Shift Schedule• Weekdays (Monday to Friday): Availability between 4:30 AM IST to 7:30 PM IST (shift hours will be scheduled within this range).• Weekends (Saturday & Sunday): May be required to log in overnight as per support schedule.• Weekly Time Off: Fixed 2 days off per week (not necessarily on weekends).• Holidays: Follows the Indian holiday calendar. What You Will Bring• Minimum 6+ years of technical support experience, preferably within a product-based or SaaS organisation.• Hands-on expertise in CRM systems (Salesforce, Zoho, Zendesk) and ticketing tools (Jira, Confluence).• Strong understanding of XML, logs, API fundamentals, and data sync processes.• Excellent communication skills in English, with global client-handling experience.• Proven ability to manage and prioritise multiple issues under pressure with minimal supervision.• Strong interpersonal and problem-solving skills with a customer-first mindset.• Proficiency with Microsoft Office and other common productivity tools. Preferred Qualifications• A Bachelor’s degree in Engineering from a recognised institution is required (all branches are considered); however, preference will be given to candidates from Computer Science or Information Technology backgrounds, with no academic gaps.• Prior experience supporting global enterprise customers in the security or risk management space.• Familiarity with SaaS environments, cloud platforms, and remote troubleshooting.• Multilingual capabilities are a plus.   The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.