Description
Here’s a summary of the role:
If you enjoy solving customer problems, getting hands-on with web applications, and digging into issues rather than simply passing them on, this could be a great fit. As a Technical Support Specialist, you’ll support customers using a large SaaS platform, troubleshoot web-based application issues, communicate clearly over phone and email, identify and reproduce bugs, and work with escalation teams when deeper investigation is needed.
Here’s a breakdown of what you’ll do:
- Provide responsive technical support to external customers and internal stakeholders through phone and email, helping them use the SaaS platform effectively.
- Troubleshoot web-based application issues by understanding the customer’s problem, checking relevant settings and history, testing possible solutions, and identifying whether an issue is reproducible.
- Investigate application errors and determine when an issue should be treated as a product bug and escalated to the appropriate Tier 2 or product team.
- Build strong customer relationships by explaining technical concepts clearly to non-technical users and keeping customers informed throughout the resolution process.
- Use product documentation, previous support cases, and available knowledge resources to investigate issues and continuously expand your product and technical knowledge.
- Work collaboratively with Tier 2, escalation, Customer Success, and other teams to resolve complex issues and provide a smooth customer experience.
These are the essentials you’ll need to get an interview:
- 5+ years of relevant technical/customer support experience in a SaaS or product environment is strongly valued.
- Hands-on experience supporting web-based applications and troubleshooting issues for customers.
- Strong troubleshooting and problem-solving ability, including the ability to investigate, reproduce, test, and isolate application issues before escalating.
- Excellent written and verbal English communication skills, with confidence supporting customers over phone and email.
- Ability to explain technical concepts clearly to non-technical users and manage customer issues professionally through to resolution.
- Flexibility to work an EMEA-aligned shift, currently expected to start around 1:30 PM IST, and to support occasional crossover coverage for America shifts when required.
It would be great if you had these too, but we’ll support you if you don’t:
- Experience supporting enterprise SaaS, GRC, governance, risk, compliance, or other complex business applications.
- Exposure to Jira or similar ticket/bug-management tools, particularly identifying and documenting product bugs.
- Basic SQL/database query knowledge or scripting experience; these are helpful indicators of technical curiosity but are not mandatory.
About Us
Diligent is the AI leader in governance, risk and compliance (GRC) SaaS solutions, helping more than 1 million users and 700,000 board members to clarify risk and elevate governance. The Diligent One Platform gives practitioners, the C-Suite and the board a consolidated view of their entire GRC practice so they can more effectively manage risk, build greater resilience and make better decisions, faster.
Learn more at diligent.com or follow us on LinkedIn and Facebook
What Diligent Offers You
- Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients
- We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few
- We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.
- Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.
Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.
Headquartered in New York, Diligent has offices in Washington D.C., London, Galway, Budapest, Vancouver, Bengaluru, Munich, Singapore and Sydney. To foster strong collaboration and connection, this role will follow a hybrid work model. If you are within a commuting distance to one of our Diligent office locations, you will be expected to work onsite at least 50% of the time. We believe that in-person engagement helps drive innovation, teamwork, and a strong sense of community.
Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and US EEOC’s Know Your Rights. We are a drug free workplace.
We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at recruitment@diligent.com.
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