Payment Process jobs in Bengaluru, Karnataka

Job Summary

We are looking for an experienced Technical Support Analyst to provide technical and application support for enterprise SaaS products. The ideal candidate should have 2+ years of experience in Technical Support, Application Support, Product Support, SaaS Support, or Implementation Support, with strong troubleshooting abilities, excellent customer communication skills, and experience managing support tickets in a fast-paced environment.

The role involves troubleshooting customer issues, performing root cause analysis, collaborating with cross-functional teams, documenting solutions, and ensuring timely resolution while maintaining high customer satisfaction and SLA compliance.

Key Responsibilities

• Receive, triage, and manage technical support tickets through Zendesk for enterprise products, including APIs, EasyPay, FSM, Data Direct, and related platform services.
• Monitor assigned support queues, prioritize inbound requests, and provide timely updates to customers and internal stakeholders.
• Troubleshoot customer-reported issues using product documentation, API documentation, system logs, support history, and internal knowledge resources.
• Perform initial investigation and root cause analysis to determine whether issues are customer-side, configuration-related, product-related, integration-related, or require escalation.
• Communicate directly with customers via email and virtual meetings to clarify issues, provide status updates, explain next steps, and guide them toward resolution.
• Advise customers and internal teams on product updates, known issues, configuration changes, process improvements, and recommended troubleshooting steps.
• Collaborate with Support, Professional Services, Customer Success, Product, Engineering, and Management teams to resolve complex or recurring issues.
• Escalate product defects, recurring issues, and system failures to Engineering or Product teams with complete documentation, supporting evidence, business impact, and reproduction steps.
• Build, maintain, and improve internal knowledge articles, troubleshooting guides, support playbooks, and process documentation.
• Identify trends and recurring issues across APIs, EasyPay, FSM, Data Direct, and other supported products to recommend process improvements.
• Document issue details, customer communications, root cause analysis, resolution steps, and escalation history within Zendesk, Jira, Confluence, and related systems.
• Meet SLA response and resolution targets while managing multiple support cases simultaneously.
• Recommend preventive actions, automation opportunities, documentation improvements, and operational enhancements to reduce repeat incidents.

Skills & Qualifications

• Bachelor's degree in Computer Science, Information Technology, Computer Information Systems, or a related field.
• Minimum 2+ years of experience in Customer-Facing Technical Support, SaaS Support, Application Support, Implementation Support, or Product Support.
• Strong functional understanding of SaaS products, API documentation, technical troubleshooting workflows, customer support operations, and escalation management.
• Experience using Zendesk or similar ticketing platforms to manage support tickets, SLAs, and customer communications.
• Ability to troubleshoot API CRUD operations, payment workflows, FSM activities, reporting, data delivery, user access, configurations, file processing, and system behavior.
• Excellent verbal and written communication skills with the ability to explain technical concepts to both technical and non-technical audiences.
• Experience conducting customer meetings, gathering requirements, explaining technical findings, and driving issues toward resolution.
• Strong documentation skills with experience creating knowledge base articles, troubleshooting guides, escalation summaries, and technical documentation.
• Analytical mindset with the ability to identify recurring issues, trends, and process improvement opportunities.
• Ability to prioritize and manage multiple support cases in a fast-paced environment.
• Strong collaboration skills with cross-functional teams including Support, Professional Services, Product, Engineering, Customer Success, and Management.

Preferred Technical Skills

• Zendesk
• Jira
• Confluence
• Slack
• Microsoft Teams
• Microsoft Office Suite
• SharePoint
• Microsoft Excel
• Support Monitoring Tools
• Product Documentation & Internal Knowledge Bases
• APIs and REST-based integrations

What We Offer

• Competitive salary based on experience.
• Opportunity to work with enterprise SaaS applications and global customers.
• Exposure to modern support technologies and API-driven platforms.
• Professional learning and career growth opportunities.
• Collaborative, technology-focused, and supportive work environment.

Job Type: Full-time
Location: Bengaluru, Karnataka
Shift: 5:30 PM – 5:30 AM IST (Sunday + 1 Rotational Weekday)

Pay: ₹800,000.00 - ₹1,000,000.00 per year

Work Location: In person