Software Support Engineer — B2B SaaS | Technical Customer Support

This is a remote position. Location: Fully Remote — Bangalore, India preferred; other eligible locations considered. Working Hours: US or Oceania business hours, with flexibility to support the European team when required. About Scaleflex Scaleflex is an international B2B SaaS company helping mid-market and enterprise customers worldwide streamline digital content operations. Our Digital Asset Management (DAM), Media Optimization (DMO / Cloudimage), and Visual AI solutions help brands organize digital assets, optimize images and media, and deliver visual content across websites, e-commerce platforms, and digital channels. With around 50 colleagues across Europe and Asia, we combine international ambition with the agility of a close-knit team. We value customer-centric thinking, technical curiosity, ownership, and open collaboration. We are seeking a hands-on Software Support Engineer who can independently troubleshoot complex customer issues, communicate clearly, and contribute to reliable, scalable technical support. Specific Responsibilities Own technical support tickets in Zendesk/Jira from investigation through resolution, providing timely, empathetic customer updates. Troubleshoot SaaS application, configuration, integration, and performance issues using browser DevTools, logs, SQL queries, and diagnostic tools. Investigate REST API issues including authentication, HTTP status codes, JSON payloads, and rate limits. Monitor application and infrastructure health, assess incidents, and escalate customer-impacting issues promptly. Reproduce bugs, document evidence and steps to reproduce, and partner with QA and Engineering on root cause analysis. Handle live-chat technical questions from customers and prospects; route qualified commercial inquiries to Sales. Create knowledge base articles and troubleshooting guides to reduce recurring issues and improve self-service. Support Implementation teams with customer configurations and integrations; coordinate clear handovers across time zones. Identify recurring patterns and propose improvements to support processes, automation, and product reliability. Shift & Availability Requirements Work a defined primary shift covering either US or Oceania business hours. For India-based hires, US coverage generally involves evening/night hours; Oceania coverage generally involves early mornings. Provide occasional flexibility for EU-time-zone training, meetings, urgent escalations, and handovers; schedule and frequency to be agreed in advance. Requirements You are a customer-centric problem solver who enjoys understanding software deeply, taking ownership, and making technical topics accessible. You work autonomously in a remote, international team, prioritize effectively, and know when to escalate. Must-Have Hands-on experience in Technical Support, Software Support Engineering, Application Support, or Developer Support for SaaS, cloud, or web products. Strong analytical troubleshooting and root cause analysis skills, including customer-facing incident ownership. Working knowledge of REST APIs, HTTP/HTTPS, JSON, authentication, and API troubleshooting. Practical experience with browser DevTools, HTML, SQL, application logs, and ticketing/issue-tracking systems (e.g., Zendesk, Jira). Understanding of CDN, caching, or web performance concepts; basic coding or scripting ability to investigate integrations. Hands-on experience using AI tools to speed up troubleshooting, research, and customer communication. Clear written and verbal communication, customer empathy, and effective collaboration with QA and Engineering. Reliability and autonomy in remote work, including availability for the agreed US or Oceania shift and occasional EU overlap. A Computer Science degree or equivalent practical experience is welcome. Experience with PostgreSQL, ClickHouse, cloud monitoring, and technical documentation is advantageous. Languages Fluent professional English, written and spoken. French, German, or Spanish is a plus, not a requirement. Benefits What We Offer Fully remote work in an international B2B SaaS team, with ownership and direct cross-functional collaboration. Exposure to APIs, cloud infrastructure, media delivery, and AI-powered products, with opportunities to learn and improve support practices. A positive, multicultural environment that values initiative, teamwork, and practical problem-solving. 20 days of paid time off annually. Reimbursement of approved business travel expenses and opportunities to attend company off-sites. Recruitment Process Intro call with our HR team: a conversation about your background, English communication, location, shift availability, and expectations. Practical case study assignment. Technical interview with our Software Support Engineering Team Lead. Final interview with our Chief Experience Officer (CXO). Reference checks (where applicable), followed by an offer and welcome to the team! Why Join Us At Scaleflex, your technical expertise and initiative can make a visible difference. You will solve meaningful customer challenges, collaborate directly with Product and Engineering, and help shape a stronger support experience for customers worldwide.