# Customer Support Specialist - Company: [Seekout]() - Location: Bangalore, Karnataka, India - Team: Customer Success - Posted: May 18, 2026 ## 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 ## Apply [Apply on Seekout]() Canonical job page: