Technical Support Executive

Ovii's Interpretation of the Role

The Technical Support Executive will be the main point of contact for PST‑zone clients, handling queries via email, chat, tickets and calls. The role focuses on rapid troubleshooting, ticket management, escalation, and documentation while meeting SLA targets. It offers a remote‑friendly environment with growth toward broader customer‑success responsibilities.

Role Snapshot

• Primary contact for PST‑zone clients
• Troubleshoot and resolve technical issues
• Manage tickets across email, chat, and calls
• Escalate complex problems to engineering
• Document issues and resolutions
• Maintain SLA compliance

Must-Have Requirements

• Technical troubleshooting
• Verbal and written communication
• Ticketing tools (Zendesk, Freshdesk, Jira Service Desk)
• Ability to work independently during PST hours
• technical support
• customer support
• helpdesk

Nice-to-Have Signals

• SaaS product support experience
• SQL familiarity
• Basic scripting or log analysis
• Understanding of web/software applications and APIs
• SaaS product support
• US client experience
• SaaS

Work Setup

• Location: Hyderabad, India
• Work mode: REMOTE
• Remote scope: UNSPECIFIED
• Timezone: PST business hours (e.g., 9 AM–6 PM PST)
• Employment type: Full-Time
• Shift: PST business hours (e.g., 9 AM–6 PM PST)

Eligibility Gates

• Visa sponsorship: unknown

Not Specified in JD

• Visa sponsorship
• Salary range
• Relocation
• Notice period
• Security clearance
• Coding test
• Portfolio
• GitHub
• Writing sample
• Cover letter

What You'll Likely Work On

• Respond to client queries during PST business hours via email, chat, ticketing system, or calls
• Diagnose and resolve technical problems quickly
• Log, prioritize, and track tickets based on severity and impact
• Escalate unresolved issues to engineering, product, or other internal teams
• Follow up with customers to confirm resolution and collect feedback
• Maintain clear documentation of incidents, fixes, and recurring patterns
• Identify trends in support requests and suggest product or process improvements
• Ensure response‑time and resolution‑time SLAs are consistently met

Good Fit If You Have

• Experience supporting SaaS products
• Familiarity with SQL, basic scripting, or log analysis
• Prior work with US‑based clients
• Calm and professional under pressure
• Ability to work independently on a PST shift