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
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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