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Senior Technical Support Representative

Customer Support
Bengaluru
About Us
Sense is a diverse, collaborative team tackling one of the most universal challenges in today’s workforce. With a mission to change the way companies engage with talent, we’re creating a better experience for employers, recruiters, and candidates. Your work at Sense will impact millions of people around the globe and will be instrumental in evolving an entire industry. Join us in shaping the workforce of the future!

Founded in 2015, Sense is a high-growth HR Tech SaaS startup with offices in the Bay Area and Bangalore. It has 300+ team members, serves 700+ customers, and has grown 100% year-over-year since launch. We have raised $90M in funding, backed by GV (Google), SoftBank, Accel, and Avataar Ventures.

As a part of the Sense team, you’ll play an active role in shaping and developing our products and processes. Our founders are lifelong entrepreneurs with a history of building, scaling, and successfully exiting large companies. At Sense, your career goals will be supported through active mentorship and learning and development opportunities. We’re an experienced team and looking for great people to add to our team.
Job Description
Key Responsbilities:
  • Strong analytical and troubleshooting skills are essential for this role, as you will be responsible for diagnosing complex customer issues, identifying root causes, and delivering effective solutions. Our customers rely on us to resolve problems they are unable to solve on their own, and we expect you to consistently meet that expectation with confidence and expertise.
  • Respond to customer queries in a timely and accurate way, via email support or calls when required
  • You will be responsible for managing enterprise-level clients, serving as their primary point of contact. The role requires confidence in handling escalated issues and a willingness to engage with customers via call to provide effective resolutions.
  • Develop deep expertise in product implementation, usage, and troubleshooting
  • Providing support to customers by addressing complex technical inquiries through chat, phone, and email channels
  • Remaining focused and able to express empathy to manage customer expectations and relationships in critical situations
  • Appropriately escalating cases to relevant teams based on issue complexity, resolution progress, and documentation protocols. Collaborating closely with these teams to identify emerging trends and develop effective solutions.
  • Act as a point of escalation and provide mentorship to team members in resolving complex or high-priority issues
  • You possess a thorough understanding of essential support metrics, including SLA adherence, CSAT, first response time, resolution time etc.
Job Requirement
Requirement -
  • Bachelor's Degree or equivalent experience.
  • Previous support experience in a SaaS environment.
  • Familiarity with our industry is a plus.
  • 5+ years of work experience, including 3+ years of related experience in a technical role
  • Customer-facing role is a must.
  • Critical Thinking / Intuitive mindset
  • Strong customer presence and confident in handling customer calls
  • Passionate and proactive: a driven, self-starter who can work independently and as part of a team.
  • Outstanding verbal and written communication skills.
  • Superior organizational and time management skills, excellent attention to detail.
  • Ability to be flexible and adapt quickly in a fast-paced, start-up environment.
  • Disciplined work habits to be able to work remotely
  • You are open to work in CST/PST hours
  • DEMONSTRATED EXPERTISE IN DEBUGGING METHODS, WITH THE ABILITY TO PERFORM IN-DEPTH TROUBLESHOOTING AT BOTH THE BROWSER AND APPLICATION LEVELS
  • Experience of working on Zendesk is a plus