Hybrid Senior Technical Support Executive bei FieldAssist

Job Description

We are looking for a Senior Technical Support Executive who can go beyond just ticket handling to provide advanced support, identify product bugs, and work closely with QA and Product teams. This role requires a mix of technical expertise, analytical ability, and communication skills to ensure smooth customer experience and high product quality.
You will act as a bridge between customers, product managers, and engineering, contributing not only to resolving issues but also to improving the product through insights and feedback.

FieldAssist is a SaaS-based technology platform transforming the route-to-market capabilities of CPG companies across the value chain. From distributors to retailers, salesmen to leaders, all stakeholders are connected digitally through an integrated platform that simplifies how sales are planned, processed, and predicted, and distribution is discovered, developed, and deployed. Headquartered in Gurugram, India, and with clients in 10 countries in Asia and Africa, FieldAssist is a 'Proud Partner to Great Brands,' delivering ready insights and powering GTM strategies for 550+ CPG brands including Godrej Consumers, Saro Africa, Danone, Tolaram, Haldiram’s, Eureka Forbes, Bisleri, Nilon’s, Borosil, Adani Wilmar, Henkel, Jockey, Emami, Philips, Ching’s and Mamaearth among others. Every day over 100,000 users reach 7.5 million outlets using FieldAssist technology- built for all. It is making the CPG industry a technology driven powerhouse.

For one in the Seat:
Key Responsibilities

Provide exceptional support on Asana/Communication channels, ensuring timely and accurate responses to client queries.
Utilize SQL to query databases for troubleshooting, root-cause analysis, and data validation.
Review requirements, specifications, and design documents to provide feedback that enhances product quality.
Perform basic product testing and validation to ensure functionality, catching severity bugs before escalation.
Understand and work with APIs, SQL queries, and Postman for advanced troubleshooting.
Collaborate with Product Development and QA teams to understand technical aspects, enabling effective escalation and bug tracking.
Document, track, and escalate complex technical issues while maintaining clear client communication.
Provide structured feedback to product teams to inform enhancements and product improvements.
Build an in-depth understanding of the product to deliver impeccable customer and technical support.
Maintain knowledge base articles, FAQs, and technical documentation for recurring issues.

3–4 years of experience in Technical/Product Support or a similar role.
Strong knowledge of SQL, APIs, and Postman for troubleshooting and analysis.
Ability to perform basic QA-style product testing to identify bugs and validate fixes.
Experience with support/ticketing tools (Freshdesk).
Strong analytical skills with interest in data analytics.
Excellent communication and documentation skills for internal and external stakeholders.
Ability to multitask and work in a fast-paced, cross-functional environment.
A problem-solving mindset with attention to detail.

Know Your Leaders

Varun Pandey heads the technology function at FieldAssist. After graduating from IIT in
2014, he founded his start-up called ReweYou - Place to Express and to Get Public Opinion
on Anything. After spending 3 years in his own venture, he joined FieldAssist. During this time, he also was a co-founder for Workozy which is now a full-blown arm of FieldAssist. He is an entrepreneur who is passionate about Technology. He believes in Reforms and fixing things.