Technical Support Specialist

Hi, this is Arpana, one of the founding members of Fresh Prints. In December 2016, I came across a job post on Naukri from Jacob Goodman, one of the co-owners of Fresh Prints. They were looking for someone to lead their Operations team in India. The post had already been taken down, but I decided to send Jacob an email anyway. To my surprise, he replied, and soon I found myself stepping into what would be a life-changing opportunity.

During the interview process, it became clear just how new everything was. There was no office, no payroll system, no established infrastructure at all. But what struck me was Jacob and Josh’s unwavering belief in the vision they had for Fresh Prints.  

They didn’t have all the answers, but their passion was contagious, and I knew I wanted to be part of building something from the ground up.

So, I jumped in. I found an office, figured out payroll, and brought in my childhood best friend to help get things off the ground. There were so many unknowns in those early days, but that’s exactly what made it so exciting. 

I had the chance to wear multiple hats, solve problems on the fly, and help build something tangible. What started as a team of two quickly grew, and over the next few years, we scaled operations across Finance, Tech, and Marketing.

As the first employee of Fresh Prints India, I’ve been lucky enough to help shape this company from its earliest stages. After a short break to have my daughter, I returned to lead HR and recruiting. We’ve gone from a scrappy startup to a team of 400+ people across three countries. But the truth is, even with all that growth, we know it’s still day 1.

One of the things I’m most proud of is how we made it through COVID-19 together. I still remember March 15, 2020—Josh, our co-owner and CEO, sent an email to everyone announcing that the office was shutting down indefinitely. Just like so many people around the world, we were suddenly isolated from the routines and connections we relied on. We were nervous and found ourselves staring down a financial cliff.

In a matter of weeks, we went from million-dollar months to zero revenue. All universities closed. All events stopped.

But we’d been planning for the worst for years. From day 1 we knew we’d have to make our balance sheet a strength. We figured negative events were inevitable and our stress test was to always make sure we could operate for at least year of 0 revenue without making layoffs. When Covid hit, we were scared, but felt prepared.

And as we struggled to adapt, something unexpected happened—we pivoted. As PPE demand soared, we initially hesitated, but then realized this was exactly what the world needed. Shifting from tees to PPE wasn’t just a business decision; it was about showing up in a way that mattered. The entire team rallied behind the idea, and our adaptability and speed helped us keep going.

While so many companies were just trying to survive, Fresh Prints not only made it but even grew. It wasn’t easy, but this experience showed me how deeply committed we are to each other and our mission. The grit and determination we built in those tough times, that willingness to adapt and keep each other steady—it's what defines us today. 

The opportunities that were available to me when I joined as the first employee are still here today! In fact, they’re bigger now than ever. We’re at an exciting point in our journey, and we’re looking for people who want to have a massive impact on the next chapter of this story.

If you’re someone who sees opportunity and isn’t afraid to chase it, this is the role for you. We’re looking for someone with the entrepreneurial drive to take ownership, challenge the norm, and help us build something that lasts. Fresh Prints is a place where there are no limits. If you’re someone who likes running at challenges head on, this is the role for you. If you’re looking for a clear set of instructions, this role isn’t.

If our story resonates, we want to hear from you! 

Here’s more about the role:

As a Tech Support Specialist at Fresh Prints, you will be the first point of contact for resolving technical issues related to our internal systems, websites, and customer-facing platforms. You will play a critical role in diagnosing, troubleshooting, and ensuring the smooth functioning of our digital products. If you have a knack for problem-solving and enjoy helping people, this position is a great opportunity to contribute to a dynamic and creative environment.

As Fresh Prints grows, you will too. With time, you will be given the space and guidance to have a tremendous impact on the company's future. For the right person, this role offers an uncapped opportunity. 

Responsibilities 

• Provide timely and accurate technical support to Fresh Prints internal teams and external users.
• Diagnose and troubleshoot software issues.
• Respond to queries via email, chat, or phone, ensuring high customer satisfaction.
• Guide customers and team members through step-by-step solutions for resolving issues.
• Escalate unresolved issues to the appropriate engineering or product development teams.
• Document technical issues, processes, and solutions in an organized and accessible format.
• Assist in creating user-friendly documentation, FAQs, and guides for common issues.
• Collaborate with IT and product teams to identify and fix recurring issues.
• Help ensure that all tech-related services, including our website, ordering system, and internal platforms, function smoothly.

Must-Have Skills: 

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent experience.
• 1-2 years of experience in a technical support role or related position.
• Strong knowledge of troubleshooting methodologies and common IT issues.
• Familiarity with Fresh Prints tech stack (knowledge of Angular, Node.js, MySQL, AWS, and React is a plus).
• Excellent problem-solving skills and attention to detail.
• Outstanding verbal and written communication skills.
• Ability to work in a fast-paced, startup environment and handle multiple priorities.
• Experience using helpdesk software (e.g., Freshdesk) is preferred.
• Familiarity with Agile methodologies is a plus.

Compensation & Benefits 

• Competitive salary 
• Health insurance 
• The opportunity to learn a lot rapidly 
• Working with a talented and engaged team dedicated to building a business together.

Working Hours 

• 8:00 pm IST - 5:00 am IST. 

Fresh Prints is an equal employment opportunity employer and promotes diversity, actively encouraging people of all backgrounds, ages, LGBTQ+, and those with disabilities to apply.