SaaS Implementation & Technical Support Specialist

SaaS Implementation & Technical Support Specialist
Location: Bhopal
Experience: 2–5 years
Employment Type: Full-time
About We360.ai
We360.ai is a B2B SaaS-based workforce productivity and employee monitoring platform that helps organizations manage attendance, productivity, employee activity, projects, tasks, and workforce analytics from a single platform.
We are looking for a SaaS Implementation & Technical Support Specialist who can manage the customer journey from implementation and onboarding to technical support, troubleshooting, training, and successful product adoption.
Key Responsibilities
SaaS Implementation & Customer Onboarding
Own the end-to-end customer implementation and onboarding process.
Understand customer requirements, workflows, team structures, and use cases.
Configure We360.ai based on customer requirements, including users, teams, roles, attendance, productivity, projects, and other relevant modules.
Prepare implementation plans, timelines, checklists, and documentation.
Coordinate with customers to ensure smooth and timely go-live.
Conduct product demonstrations, onboarding sessions, and administrator/user training.
Explain product features, workflows, best practices, and relevant use cases.
Monitor initial adoption and proactively address onboarding challenges.
Ensure a smooth handover from Implementation to Customer Success/Account Management.
Technical Support
Act as the first point of contact for customers facing product or technical issues.
Diagnose and troubleshoot issues related to the We360.ai web application, desktop application, attendance, tracking, productivity data, reports, dashboards, and other product modules.
Assist customers with installation, configuration, login/access issues, application setup, and basic troubleshooting.
Investigate data discrepancies and identify the probable root cause of issues.
Reproduce reported issues and document the steps, screenshots, logs, and other relevant information required for investigation.
Categorize and prioritize technical issues based on severity and customer impact.
Resolve issues independently wherever possible and escalate complex issues to the Product/Engineering/Technical team with complete information.
Follow up on escalated issues until resolution and communicate updates clearly to customers.
Maintain proper records of customer issues, resolutions, and recurring problems.
Identify frequently occurring issues and recommend improvements to product documentation, onboarding, and customer training.
Assist customers with product updates, configuration changes, integrations, and other technical requirements.
Cross-functional Coordination
Work closely with Sales, Customer Success, Product, Engineering, and Operations teams.
Translate customer requirements and technical issues into clear internal requirements.
Communicate customer feedback and recurring technical issues to the Product team.
Support the Sales team with technical/product queries during the pre-sales or evaluation stage when required.
Participate in product testing/UAT for new features and releases where required.
Maintain updated knowledge of all We360.ai features, modules, releases, and product changes.
Required Skills & Experience
2–5 years of experience in SaaS implementation, technical support, customer success, application support, or a similar role.
Experience working with B2B SaaS products is preferred.
Strong understanding of software implementation and customer onboarding.
Good technical troubleshooting and problem-solving skills.
Excellent verbal and written communication skills.
Ability to conduct product training and technical walkthroughs.
Ability to understand customer requirements and translate them into product configurations.
Good understanding of web applications and basic troubleshooting concepts.
Comfortable working with screenshots, logs, browser troubleshooting, application settings, and technical documentation.
Strong documentation and follow-up skills.
Good knowledge of Excel/Google Sheets and CRM/ticketing systems.
Ability to manage multiple customers and issues simultaneously.
Good to Have
Experience with HRMS, workforce management, employee monitoring, attendance, productivity, or project-management SaaS products.
Basic understanding of APIs, integrations, SSO, webhooks, databases, or SaaS architecture.
Familiarity with browser developer tools and basic technical troubleshooting.
Experience with tools such as Zoho, HubSpot, Salesforce, Jira, Freshdesk, Zendesk, or similar platforms.
Experience handling mid-market or enterprise customers.
Basic understanding of networking, application permissions, or desktop application troubleshooting.
Key Performance Indicators
Implementation completion within committed timelines.
Successful customer go-live.
Customer onboarding and training completion.
Product adoption during the initial onboarding period.
First response and resolution time for technical support tickets.
Percentage of issues resolved at the first level.
Effective escalation of complex technical issues.
Customer satisfaction during implementation and support.
Reduction in recurring customer issues through proactive troubleshooting and documentation.
Successful handover to Customer Success after implementation.
What We Expect From You
Strong customer-first approach
Technical curiosity and troubleshooting mindset
Strong ownership and accountability
Excellent communication and follow-up
Ability to simplify technical concepts for non-technical users
Attention to detail
Ability to manage multiple customers and priorities
Proactive approach to identifying and solving customer problems
Willingness to become a product expert
Ability to work independently while collaborating effectively with internal teams
Why Join We360.ai?
• Work with a growing B2B SaaS product
• Work directly with customers across different industries and geographies
• Gain exposure to SaaS implementation, technical support, customer success, and product operations
• Build expertise in workforce productivity and HR technology
• Work closely with Product and Engineering teams
• High ownership and learning-oriented work environment

Work arrangement
No