Technical Support Engineer

The Opportunity

We seek a Technical Support Engineer to join our team and deliver excellent service for a leading global SaaS company with millions of users. You will engage with customers, both technical and non-technical, on a personal level, across multiple support channels-including phone support. Familiarity with key languages like JavaScript, Node.js, and PHP is highly valued. Don't hesitate to apply even if you don't meet all the requirements-we welcome applicants from diverse backgrounds, including those without customer-facing experience.

Location requirement: This role is open to candidates based in Bangalore, India.

Timezone alignment: This role is aligned to India Standard Time (IST).

What You'll Do

• Becoming a technical expert on the Postman platform
• Taking ownership of customer reported issues and seeing problems through to resolution
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve customer issues
• Working with engineering, product, and customer teams to ensure speedy resolution
• Streamline process, run experiments, build/maintain internal tools, build proofs-of-concepts for users
• Contributing to our FAQs, which serve as our customer's knowledge base
• Interacting with Postman's developer community of 15 million+ via our support channels, our public Github issue tracker and the community
• Achieving key metrics around CSAT, responsiveness, and # of iterations to a successful resolution
• Providing real-time customer support via phone (and/or screen-sharing when appropriate), including triage, troubleshooting, escalation coordination, and clear follow-ups in writing
• Participating in weekend coverage to support customers outside of standard weekday hours, ensuring consistent responsiveness and handoffs across a globally distributed team

About You

• 2+ years of experience doing technical product support for a modern / SaaS product
• Previous experience with API Development / SaaS products
• Excellent client-facing skills
• Excellent written and verbal communication skills
• Very comfortable with technical concepts, great analytical skills, and can explain how Postman works to a range of audiences
• Familiarity with software products in general, basics of networking, fundamentals of REST APIs, and how the web works
• Able to work asynchronously with a globally-distributed team
• Familiarity with support platforms like Jira, Github, Zendesk and Confluence
• Comfortable providing customer support over the phone, including explaining technical concepts live, guiding troubleshooting steps, and maintaining a calm, structured approach during high-urgency issues
• Able to work standard hours aligned to IST
• Participate in weekend coverage as part of the role (via a rotating schedule or shifted week); timing and frequency may evolve as the team grows