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

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

• Skills & Tags

  goazureaibackenddataanalyticsproductsales