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Software Support Engineer — B2B SaaS | Technical Customer Support

ScaleflexCustomer Support
Hiring from
India
Work type
Remote
Posted
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Job Description

This is a remote position.

Location: Fully Remote — Bangalore, India preferred; other eligible locations considered.

Working Hours: US or Oceania business hours, with flexibility to support the European team when required.

About Scaleflex

Scaleflex is an international B2B SaaS company helping mid-market and enterprise customers worldwide streamline digital content operations. Our Digital Asset Management (DAM), Media Optimization (DMO / Cloudimage), and Visual AI solutions help brands organize digital assets, optimize images and media, and deliver visual content across websites, e-commerce platforms, and digital channels.

With around 50 colleagues across Europe and Asia, we combine international ambition with the agility of a close-knit team. We value customer-centric thinking, technical curiosity, ownership, and open collaboration.

We are seeking a hands-on Software Support Engineer who can independently troubleshoot complex customer issues, communicate clearly, and contribute to reliable, scalable technical support.

Specific Responsibilities

  • 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 including authentication, HTTP status codes, JSON payloads, and rate limits.

  • Monitor application and infrastructure health, assess incidents, and escalate customer-impacting issues promptly.

  • Reproduce bugs, document evidence and steps to reproduce, 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 clear handovers across time zones.

  • Identify recurring patterns and propose improvements to support processes, automation, and product reliability.

Shift & Availability Requirements

  • Work a defined primary shift covering either US or Oceania business hours. For India-based hires, US coverage generally involves evening/night hours; Oceania coverage generally involves early mornings.

  • Provide occasional flexibility for EU-time-zone training, meetings, urgent escalations, and handovers; schedule and frequency to be agreed in advance.


Requirements


You are a customer-centric problem solver who enjoys understanding software deeply, taking ownership, and making technical topics accessible. You work autonomously in a remote, international team, prioritize effectively, and know when to escalate.

Must-Have

  • 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 (e.g., Zendesk, 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.


A Computer Science degree or equivalent practical experience is welcome. Experience with PostgreSQL, ClickHouse, cloud monitoring, and technical documentation is advantageous.

Languages

  • Fluent professional English, written and spoken.

  • French, German, or Spanish is a plus, not a requirement.


Benefits

What We Offer

  • 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 and opportunities to attend company off-sites.

Recruitment Process

  • Intro call with our HR team: a conversation about your background, English communication, location, shift availability, and expectations.

  • Practical case study assignment.

  • Technical interview with our Software Support Engineering Team Lead.

  • Final interview with our Chief Experience Officer (CXO).

  • Reference checks (where applicable), followed by an offer and welcome to the team!

Why Join Us

At Scaleflex, your technical expertise and initiative can make a visible difference. You will solve meaningful customer challenges, collaborate directly with Product and Engineering, and help shape a stronger support experience for customers worldwide.


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