Product Support / Technical Support Engineer

Company Overview:

ITILITE is a leading global brand in the Business Travel, Expense & Cards Management space.

Our mission is to help companies simplify their travel and expense processes, making it an enjoyable experience for employees. We operate on a B2B SaaS model, with a strong presence in India and the USA, serving over 500 customers.

We are a Series C funded company, having raised over $45 million from Global Tier 1 VCs like Tiger Global, VY Capital, Greenoaks, and Z47 (Matrix Partners). We need you to help us build the future of T&E.

About the Role:

Product Support / Technical Support Engineer

Key Responsibilities:

• Provide high-quality technical support for our SaaS products, ensuring quick resolution and customer satisfaction.
• Troubleshoot and resolve complex product issues involving MySQL, JavaScript, Python
• Debug and analyze application-related problems and escalate when needed.
• Collaborate with engineering and product teams to resolve recurring issues and enhance product quality.
• Guide and mentor support agents to improve their technical and customer service performance.
• Track team metrics and performance data to identify trends and optimize the support process.
• Influence and collaborate with cross-functional leadership to ensure a seamless support experience.
• Assist in the development and optimization of internal documentation and support workflows.
• Leverage customer insights and data to suggest process improvements and enhance support effectiveness.

Requirements:

• 2+ years of experience in a technical support role, preferably in a SaaS environment.
• Strong analytical and problem-solving skills with a customer-first mindset.
• Working knowledge of React and Python is a plus.
• Excellent communication and collaboration skills.
• Strong mentoring and team management capabilities, with a focus on career development.
• Demonstrated ability to influence cross-functional stakeholders and drive initiatives to completion.
• Highly organized with a strong bias for action and outcomes.
• Knowledge of AWS services like Cloudwatch, Eventbridge, S3 is a plus

Why Join Us?

• Work with a passionate and driven team that values innovation and continuous improvement.
• Opportunity to directly impact product quality and customer satisfaction.
• Collaborative culture with strong support for personal and professional growth.