The Role
Provides technical support to PST-based clients through email, chat, tickets, and calls. Troubleshoots issues, prioritizes and tracks tickets, escalates complex problems, follows up on resolutions, documents recurring issues, identifies improvement opportunities, and meets service-level agreements. The role requires strong communication, independent work during PST hours, familiarity with support tools, and basic knowledge of web applications or APIs. SaaS support, SQL, scripting, log analysis, and US-client experience are preferred.
Summary Generated by Built In
About the Role
Key Responsibilities
Techdome is looking for a Technical Support Executive to join our client support team. You'll be the primary point of contact for clients based in the PST timezone, helping them resolve technical issues quickly and ensuring a smooth support experience.
- Respond to and manage client queries during PST business hours via email, chat, ticketing system, and/or calls
- Troubleshoot and resolve technical issues raised by clients in a timely manner
- Log, track, and prioritize support tickets based on severity and impact
- Escalate complex or unresolved issues to the appropriate internal teams (engineering, product, etc.)
- Follow up with clients to confirm issue resolution and gather feedback
- Maintain clear documentation of issues, resolutions, and recurring problems
- Identify patterns in support requests and flag potential product/process improvements
- Ensure SLAs (response time and resolution time) are consistently met
- 2–5 years of experience in a technical support, customer support, or helpdesk role
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Ability to work independently during PST hours (specify exact shift timing if fixed, e.g., 9 AM–6 PM PST)
- Comfortable using ticketing/support tools (e.g., Zendesk, Freshdesk, Jira Service Desk )
- Basic understanding of web/software applications, APIs, or relevant technical domain (adjust based on product)
- Ability to stay calm and professional under pressure, especially with frustrated clients
- Experience supporting SaaS products
- Familiarity with SQL, basic scripting, or log analysis
- Prior experience working with US-based clients
- Competitive salary
- Remote-friendly work environment
- Opportunity to work with international clients
- Growth path within technical support / customer success
Skills Required
- 2-5 years of experience in technical support, customer support, or helpdesk roles
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Ability to work independently during PST hours
- Comfort using ticketing or support tools such as Zendesk, Freshdesk, or Jira Service Desk
- Basic understanding of web or software applications, APIs, or a relevant technical domain
- Ability to remain calm and professional under pressure
- Experience supporting SaaS products
- Familiarity with SQL, basic scripting, or log analysis
- Prior experience working with US-based clients
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The Company
What We Do
Techdome is a technology consultancy and IT solutions provider founded in 2020. It helps businesses modernize operations and navigate digital transformation through scalable, end-to-end services spanning planning, building, designing, developing, and launching technology solutions, alongside AI, cloud computing, automation, data engineering, machine learning, custom large language models, and cybersecurity. Its mission is to make complex technology accessible and support business growth across diverse industries and markets.
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