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