Technical Support Associate

About Flymode

Flymode is a rapidly growing, Ahmedabad-based startup crafting the future of travel. We are building next-gen cloud ERP solutions that power the travel industry, blending innovation with seamless experiences to help businesses scale effortlessly.

Intro to Role

Provide technical assistance to our users. You will be the front line of technical defense, resolving bugs, answering complex queries, and updating documentation to ensure a smooth user experience.

What Will You Do

• Troubleshoot and resolve technical issues reported by users via tickets or chat.
• Collaborate with the engineering team to escalate and resolve complex bugs.
• Maintain and update internal knowledge bases and external help documentation.
• Ensure strict adherence to SLAs for response and resolution times.
• Identify recurring issues and suggest permanent fixes to the product team.
• Onboard new customers on technical aspects of the platform.
• Test fixes and new features before they are deployed to customers.

What You Will Bring

• Basic knowledge of web technologies (HTML, CSS, JavaScript, APIs).
• Strong analytical and troubleshooting skills to diagnose issues.
• Excellent written communication skills for professional support responses.
• Willingness to work in rotational shifts if required.
• Patience and a customer-centric attitude.
• Ability to learn new software/tools quickly.
• Attention to detail in documenting issues and steps to reproduce.
• Degree in IT, Computer Science, or related field.

Good to Have

• Experience with support tools like Zendesk, Freshdesk, or Intercom.
• Basic SQL knowledge for database queries.
• Prior experience in L1/L2 support roles.