Product Support Engineer (Remote) for a early stage startup

We are looking to hire a Full-time, Remote (India) Product Support engineer to help deliver the customer needs and support the customers to succeed for an early stage SAAS company working in a niche industry with paying customers.

There is a v1.0 legacy platform which needs to be supported on a daily basis and this person will also assist the development team with building the v2.0 as a modern SAAS application. This position is within the first few hires in the revamped (stealth mode) company.

Experience - At least 5 years in technical support / product support in complex web-based SAAS applications in cloud. It would be great to showcase anything progressive. Education from premier institutions, git contributions, public speaking skills, marketing skills, product designing skills, tech blogs, volunteering, pet projects, etc.

Skills Needed -

- Must have excellent spoken and written English skills. This position will work with North American customers. We love all the regional languages and do not consider English as a big factor for our other listed jobs, but this job requires serious English language skills

- Must have interest to write great quality content. Complex emails to the customers, Wiki articles, Jira tickets, Smaller requirement documents, blog posts, etc

- Must be reasonably technical. Bonus points for them who come from an Engineering background. Not a filtering criteria though

- Must be familiar/comfortable with Oracle and running basic SQL queries

- Must have excellent people skills. Growing the team is a part of the responsibility

- Must be a go-getter who can work with a lot of autonomy and handle customers independently

- Must be quick on Emails / Slack / <any communication platform>

- Overlap with the US (west coast) business hours (overlap until 12 AM IST most days with exceptions during training and product launches where the overlap might be more)

- Must be able to deal with competing priorities and ambiguities and find a path to get things done

Job Perks

Perks -

- Work remotely from anywhere within India

- Opportunity to grow the team with the company

- Early employee benefits in future if the company grows big

- Work with a very informal team collaborating over slack. No meaningless meetings. No hierarchy. A lot of autonomy. Focus on getting things done right and not hours put in

- Customer handling will be mostly on emails and not a lot of phone time expected other than a few calls every week

- Yearly bonus outside of the annual pay depending upon the individual and company performance

- 25 days of paid holidays (including national holidays) and 5 sick days per year