Live opening · Posted 5 days ago
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Company Description Launch Ventures partners with teams to build and scale software products from initial concept to market growth. The company provides strategic product consulting, experience design, engineering from MVP to large-scale systems, and analytics setup for actionable business insights. Having built and scaled over 100 products for startups and Fortune 500 companies, Launch Ventures focuses on solutions that create meaningful impact and industry disruption. The team is small, nimble, and closely knit, placing high value on product quality, partner success, and long-term collaboration. Launch Ventures aims to be great rather than big, carefully selecting partners each year to accelerate their growth with deep expertise and passion.
Role Description The Technical Support Specialist is a full-time, on-site role based in Hyderabad. This role involves responding to customer inquiries, diagnosing technical issues, and providing clear, timely resolutions across supported products and platforms. The specialist will handle incident tracking, escalate complex issues to engineering teams, and document solutions and known issues for future reference. Day-to-day responsibilities include monitoring support channels, guiding customers through troubleshooting steps, and ensuring a high level of customer satisfaction through professional communication. The role also includes collaborating with product and engineering teams to relay recurring issues, suggest improvements, and contribute to knowledge base and support process enhancements.
Qualifications
Strong Technical Support and Troubleshooting skills for software products and related systems.
Customer Support and Customer Satisfaction focus, with the ability to manage inquiries professionally and empathetically.
Effective Analytical Skills to diagnose issues, interpret logs or data, and identify root causes.
Clear written and verbal communication skills and the ability to explain technical concepts to non-technical audiences.
Experience working with ticketing or helpdesk tools and documenting cases and resolutions.
Ability to work on-site in Hyderabad and collaborate closely with cross-functional teams.
Prior experience in a technical support or product support role in a software or SaaS environment is preferred.
Relevant education in computer science, engineering, information technology, or equivalent practical experience.
Work arrangement
No
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