Technical Support Associate

About Flymode

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

Intro to Role

Resolve technical queries and system issues for our B2B clients. You will manage support tickets, diagnose bugs, and escalate complex items to engineering to maintain a high level of customer satisfaction.

Requirement:

• 1-2 years of technical support, L1/L2 engineering support, or tech-focused customer helpdesk experience.
• Basic understanding of web application tech (HTML, CSS, JSON, REST APIs, and basic database queries).
• Excellent written and verbal communication skills with a client-focused approach.
• Analytical capability to isolate, reproduce, and document system errors.

Roles and Responsibilities:

• Address and resolve incoming technical queries from clients via emails, ticketing systems, and live chats.
• Isolate, troubleshoot, and diagnose issues with database syncs, API requests, and web layouts.
• Write clear bug tickets outlining steps to reproduce for engineering escalations.
• Ensure all technical inquiries are resolved within established Service Level Agreements (SLAs).
• Write and maintain user-facing help articles and internal troubleshooting documentations.

Good to Have

• Familiarity with helpdesk systems like Zendesk, Freshdesk, or Intercom.
• Prior experience working at a SaaS startup.