Technical Support Engineer (Bengaluru, India)

the company is growing our team of passionate creatives and builders on a mission to make design accessible to all. the company’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, the company empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! As a Technical Support Engineer on the Customer Support team, you’ll play a critical role in shaping how the company identifies, diagnoses, and resolves complex product issues at scale. As a founding member of our Bangalore team, you’ll help establish quality standards, influence workflows, and build strong partnerships with Engineering and Product. We are looking for a Technical Support Engineer who will drive quality improvements across the support and product lifecycle. This role goes beyond resolving issues—you’ll identify patterns, lead root cause analysis, and partner with Engineering and Product to improve reliability and customer experience at scale. The ideal candidate brings strong technical depth, systems thinking, and the ability to operate effectively in a fast-paced, ambiguous environment. Coverage outside standard business hours is part of this role. Your shift hours will be one of the following: Wednesday to Sunday, 12.30pm - 9.30pm IST Thursday to Monday, 12.30pm - 9.30pm IST Friday to Tuesday, 12.30pm - 9.30pm IST This role will be held from our Bengaluru office. What you’ll do at the company: Develop deep expertise in the company’s products, architecture, and customer workflows to diagnose complex technical issues Interact with the company customers daily via support channels such as chat, email, or video calls, taking ownership over complex problems Own end-to-end resolution of high-impact bugs, partnering closely with Engineering and Product to drive timely and effective fixes, and maintain clear, proactive communication to improve customer satisfaction Contribute to social support efforts by engaging with customers and users on social media and community platforms Adapt to supporting customers across multiple products, including assisting with billing and account management issues as needed. Maintain schedule flexibility, including occasional weekend or holiday coverage, to support customers globally Recommend and implement improvements to debugging workflows, tooling, and support operations Collaborate cross-functionally to create internal documentation, training materials, and scalable knowledge systems Act as the voice of the customer by identifying trends and communicating insights to our Product and Engineering teams to advocate for bug fixes, tooling and process improvements, and feature enhancements We'd love to hear from you if you have: 2+ years of experience in Technical Support, Support Engineering, or QA within a SaaS environment Strong troubleshooting and debugging skills across Mac, Windows, iOS, and Android, including REST APIs, OAuth authentication flows, and third-party integrations Working knowledge of modern web technologies, including JavaScript/TypeScript, HTML, CSS, and React Ability to collaborate with Engineering and Product teams to resolve complex technical issues, with strong analytical, problem-solving, and communication skills Comfortable navigating fast-paced, ambiguous environments, with a focus on end-to-end issue resolution and continuous process improvement While not required, it’s an added plus if you also have: Experience working with design tools like the company, Adobe Suite, Sketch, Framer At the company, one of our values is Grow as you go. We believe in hiring smart, curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. At the company we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. the company is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to View email address on click.appcast.io. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities. Examples of accommodations include but are not limited to: Holding interviews in an accessible location Enabling closed captioning on video conferencing Ensuring all written communication be compatible with screen readers Changing the mode or format of interviews To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding. By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the company's Candidate Privacy Notice. #J-18808-Ljbffr Figma