We are an Artificial Intelligence (AI) focused product engineering company, providing our customers in healthcare, retail & e-commerce, manufacturing, and hospitality sectors with cutting-edge products & solutions, harnessing Big Data Analytics, Vision Analytics, and IoT.
Ever since our inception in March 2010, Tech Vedika has been
- Great Place To Work Certified™(May 2022-May 2023) Organization
- Top 50 I Mid-Size India’s Best Workplaces for Women 2022 !
- Top 10 Most Disruptive Face & Image Recognition Solution Providers’2020 – Analytics Insights
- Top 10 Healthcare Analytics Solution Providers’ 2019- Healthcare Outlook Magazine
- Top 20 most amazing AWS Service Providers – CIO Review India 2018
We strive for simple, elegant tech solutions to perform complex tasks. As a scalable technology partner, we enable organizations to improve operational efficiency and unleash new business potential
Job Description
Job Overview
As a Saas Customer Support Engineer you will be responsible for managing customer and partner communications to resolve support tickets, ensuring timely resolution within contractual SLAs, and contributing to the overall customer experience. This role requires strong technical troubleshooting skills across data platforms, networking, and SaaS environments, combined with a customer‑first mindset and excellent communication abilities.
Key Responsibilities
- Manage all communication with customers and partners required to resolve support tickets.
- Resolve support tickets within contractual Service Level Agreements.
- Coordinate and track ticket escalations.
- Maintain accurate records of communication and actions in Zendesk.
- Contribute frequently asked questions and solutions to the Collibra knowledge base.
Required Skills
- SaaS Support Experience: 3–5 years in customer‑facing SaaS support roles.
- SQL Proficiency: Hands‑on experience with multiple SQL dialects.
- Connectivity Troubleshooting: Experience with JDBC/ODBC connectivity, firewalls, and connection strings.
- Metadata & Data Flow Knowledge: Understanding of metadata structures and data flows across cloud platforms (Snowflake, BigQuery), ETL tools (dbt, Informatica), and BI systems (Tableau, Power BI).
- Log Analysis: Ability to parse and interpret diverse log formats (application logs, stack traces, system logs).
- Linux & Containers: Fluency with Linux command line for service/file management; Kubernetes or containerized environments experience is a plus.
- Enterprise Security & Networking: Working knowledge of SSL/TLS certificates, proxy settings, and SaaS communication with on‑premise data sources.
Required Qualifications
- Bachelor’s degree or equivalent related working experience.
- Strong customer focus with a commitment to delivering white glove service during incident management.
- Eagerness to learn and adopt new technologies and tools.
- Team player with strong collaboration skills.
- Investigative mindset with a passion for solving technical issues.
- Excellent communication skills to document, summarize, and explain complex situations clearly
At Tech Vedika, we are looking for talented individuals who want to work with driven people. Attain success while working on interesting projects with a culturally diverse group of individuals.
Perks & Benefits:
- Health Insurance
- Meal Vouchers
- Learning Aids
- Client/Customer Interactions
- Working with great minds
If you want an exciting and dynamic career with unlimited growth potential, then Tech Vedika is the place for you!
Skills Required
- 3-5 years SaaS customer-facing support experience
- Hands-on proficiency with SQL (multiple dialects)
- Experience troubleshooting JDBC/ODBC connectivity and connection strings
- Experience using Zendesk for ticket tracking and communication
- Familiarity contributing to Collibra knowledge base or similar KB systems
- Knowledge of metadata and data flows across Snowflake and BigQuery
- Experience with ETL tools such as dbt and Informatica
- Experience with BI tools such as Tableau and Power BI
- Ability to parse and analyze application, system, and stack trace logs
- Fluency with Linux command line for service and file management
- Experience with Kubernetes or containerized environments
- Working knowledge of SSL/TLS certificates, proxy settings, and enterprise networking
- Bachelor's degree or equivalent experience
- Strong customer focus and white-glove incident management
- Excellent written and verbal communication skills
- Collaborative team player with investigative problem-solving mindset
- Eagerness to learn and adopt new technologies and tools
What We Do
We are an Artificial Intelligence (AI) and Amazon Web Services (AWS) focused Services Company providing Innovative Technology Solutions to our customers. We have helped organizations build cutting-edge solutions and offer consulting services in a range of market verticals including Supply Chain & Logistics, Retail, Manufacturing and Healthcare harnessing AI/ML, Computer Vision, IoT, and Hybrid/Cloud/Edge infra. TechVedika is a Certified AWS Services Partner with vast experience in managing cloud environments. Our cloud practice offers profound expertise in AWS and all leading cloud technologies. We strive for simple, elegant tech solutions leveraging state-of-the-art and upcoming advances in technologies/platforms/architectures combined with a proven track record in delivery using Agile and DevOps. Our global clients include early-stage start-ups to medium and large enterprises. As a scalable technology partner, we enable organizations to improve operational efficiency and unleash new business potential. Awards & Recognitions: - Great Place to Work-Certified™ May 2023-May 2024 - Great Place to Work-Certified™ May 2022-May 2023 - Top 50 I Mid-Size India’s Best Workplaces for Women™ 2022 - Top 10 Most Disruptive Face & Image Recognition Solution Providers’2020 – Analytics Insights - Top 10 Healthcare Analytics Solution Providers’ 2019- Healthcare Outlook Magazine - Top 20 most amazing AWS Service Providers – CIO Review India 2018 - Top 100 Mobile App development vendors India – Silicon India 2013
