Position: Technical Support Specialist
Location: Mumbai, India
About LRN:
LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.
Named one of Inc Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.
About the role:
LRN’s Production Support team is the first line of support for LRN’s proprietary applications, working with customers’ program administrators, stakeholders, and internal customers.Technical Support Specialist responsibilities includes resolving any defects reported by customers as well as with any ‘How To’ questions on LRN’s proprietary applications.
Requirements
What you'll do:
- Undergo Training as per plan
- Work to resolve defects reported by customers by working with Technology and Product teams
- Adhere to predefined SLAs on the tickets and ensure closure of issues within the SLA
- Work on complex cases and drive resolution of the issues
- Provide feedback to product development teams for feature enhancements
- Work with cross-functional teams such as Technology/Product/CloudOps to drive the resolution of the client reported issues
- Perform ticket analysis to identify patterns and present them to leadership
- Replicate production bugs reported by clients on lower environment
What we're looking for:
- Any IT Graduate (B.Tech / B.E. / BCA / B.Sc. in Computer Science or equivalent qualification).
- Minimum 5+ years of relevant experience in Technical Support.
- Good logical and problem-solving skills geared towards troubleshooting technical issues
- Good understanding of underlaying principals of SAAS based products
- Ability to analyze and pull HAR logs and analyze network calls
- Escalation and problem management skills
- Good knowledge of HTML and basic SQL commands
- Familiarity with Learning Management Systems is a add on
- Proven experience in root cause analysis and resolution
- Proficiency in using specialized software and tools relevant to the specific domain
- Familiarity with industry-specific diagnostic and monitoring tools
- Excellent verbal and written communication
- Ability to understand and grasp usability of applications
- Collaborate and participate as team player
- Candidates with bachelors degree in technical fields
- Experience in application support for SAAS based product
Benefits
- Excellent medical benefits, including family plan
- Paid Time Off (PTO) plus India public holidays
- Competitive salary
- Combined Onsite and Remote Work
LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Skills Required
- Good logical and problem-solving skills
- Good understanding of SAAS based products
- Ability to analyze and pull HAR logs
- Good knowledge of HTML and basic SQL commands
- Excellent verbal and written communication
- Bachelors degree in technical fields
- Experience in application support for SAAS based product
What We Do
LRN is the world's largest dedicated ethics and compliance company, educating and helping more than 30 million people a year worldwide navigate complex legal and regulatory environments and foster ethical cultures. LRN's combination of practical tools, education, and strategic advisement helps companies translate their values into concrete practices and leadership behaviors that create sustainable, competitive advantage. In partnership with LRN, companies need not choose between living principles and maximizing profits, or between enhancing reputation and growing revenue: both are a product of principled performance. Our offerings mitigate the risk of costly ethical lapses and compliance failures, while building trust and earning the company a reputation for lawful and ethical conduct. LRN is the trusted long-term partnership to more than 3,000 organizations, including some of the most respected and successful businesses in the world. Together we acquire and disseminate proven strategic and tactical insights and develop solutions based on real-world experiences. Headquartered in New York, LRN has offices in London, Tokyo, Singapore, Mumbai, Costa Rica and Dubai, with employees all over the world
