Technical Support
SaaS
Debugging Tools
JavaScript
Python
Intercom
GitHub
Customer Support
Location: Chennai
Industry: IT
Job Type: Full Time
Experience: from 3 years
Ventuno Technologies is seeking a Software Support Engineer in Chennai to handle technical support inquiries for our SaaS video platform and ensure seamless service delivery for our clients.
Key Qualifications & Experience:
At least 3 years of experience explaining complex technical issues clearly to both technical and non-technical stakeholders.
At least 2 years of hands-on experience in customer support for tech products using tools such as Intercom, Slack, and GitHub.
At least 2 years of combined software development experience in languages like JavaScript, Java, Python, or PHP.
At least 2 years of experience using web application debugging tools (DevTools, Fiddler, Cocoa, or Wireshark).
Basic understanding of enterprise-grade video solutions and strong enthusiasm for media technologies.
Primary Responsibilities:
Triage and analyze incoming support tickets to determine effective resolution paths.
Deliver fast, clear, and reliable solutions to existing customers.
Identify recurring issues and document them into internal FAQs and customer tutorials.
Conduct product demonstrations and answer inquiries for prospective clients.
Track support metrics and communicate release updates or resolution timelines to customers.
Escalate critical or high-profile issues promptly to management.
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