Job Description
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
Guide users through AI-powered search features such as SeekOut Assist, AI-generated scorecards, and profile evaluations within Workspaces
Support the setup, troubleshooting, and best practices for Outreach email campaigns, including sequence configuration, template management, and deliverability issues
Help users understand and make the most of platform features including People Insights, Talent Rediscovery, Applicant Review, and Pipeline Insights
Documentation & Process Improvement
Contribute to Help Center articles and internal troubleshooting documentation
Maintain and update Intercom macros and standard response templates
Identify recurring issues and surface recommendations for process improvement
Cross-Functional Collaboration
Partner with Customer Success Managers on account-related support needs
Coordinate with the Implementation team to address onboarding issues
Relay product feedback to the Product team and support Engineering during bug validation
What We’re Looking For
Required
3+ years of experience in a SaaS technical support role, with at least 1–2 years operating at the L2 or L3 support tier — handling escalated, complex, and technically deep issues beyond standard tier-1 troubleshooting
Proven ability to independently operate and resolve complex, multi-layered support issues with minimal supervision
Strong deep-dive troubleshooting skills and technical acumen, including root cause analysis and structured problem-solving across platform, integration, and configuration layers
Hands-on experience with the following tools: Intercom, Jira, Mixpanel, Salesforce, Slack, Zoom, and Microsoft 365 (O365)
Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users
Ability to manage multiple conversations and priorities simultaneously
Preferred
Experience supporting HR tech or recruiting platforms
Strong Boolean search knowledge, including advanced operators and field-specific querying
Experience troubleshooting SSO protocols and providers such as SAML, Okta, Azure AD, and Google
Familiarity with AI-assisted sourcing tools and workflows
Experience with admin-level platform configuration
Exposure to ATS integrations at a configuration level, including platforms such as Greenhouse, Workday, and Phenom
Experience working in a remote or distributed support environment
Tools & Tech Stack
Candidates should have direct experience with, or the ability to quickly ramp on, the following tools used by the SeekOut Support team:
Intercom — Customer messaging, live chat support, macros, and inbox management
Jira — Bug tracking, ticket creation, escalation workflows, and engineering coordination
Mixpanel — Product analytics for investigating usage patterns and troubleshooting
Salesforce — Account and customer data lookups, case history, and CRM reference
Slack — Internal team communication and cross-functional collaboration
Zoom — Live customer troubleshooting sessions and team meetings
Microsoft 365 (O365) — Email, calendar, and productivity tooling
What Success Looks Like
High CSAT scores and consistent response time performance
Accurate, thorough troubleshooting with clear escalation paths when needed, including confident ownership of L2/L3 cases
Demonstrated ability to independently resolve complex issues with minimal escalation to senior staff
Strong internal documentation and knowledge-sharing habits
Positive, collaborative relationships across Customer Success, Implementation, Product, and Engineering
