Technical Support Specialist

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Exciting Opportunity Awaits:

We are looking for an enthusiastic and self-motivated Technical Support Specialist to join our team in Bangalore.

• Elevate experiences: Delight users with exceptional technical support, exceeding expectations through efficiency and professionalism.

• Become a trusted advisor: Coach and guide customers on leveraging Diligent products and systems to their fullest, tackling complex issues with expertise.

• Master tech and build bridges: Troubleshoot application errors, support installations and upgrades, and navigate interconnectivity with other technologies.

• Build lasting relationships: Cultivate trusted partnerships with customers, ensuring they have the right tools and maximize their value.

• Champion knowledge: Craft clear and accurate product documentation, contributing to our Knowledge Base and ensuring information stays fresh.

• Collaborate for success: Share knowledge and expertise with your team, fostering a culture of efficiency and growth.

• Be the hero: Take ownership of T2 queue cases, consistently meeting SLAs and diligently tracking customer interactions.

• Embrace continuous learning: Invest in your growth, expanding your product, technical, and industry knowledge through self-development initiatives.

• Embrace global responsibility: Show flexibility to provide 24/7/365 support coverage when needed.

• Connect and celebrate: Actively participate in team and company events, building bonds beyond the typical workday.

What you will do

Diligent's Tier 2 Support team tackles general technical issues faced by customers. With broad product knowledge, these specialists focus on understanding customer frustrations and suggesting solutions readily available through FAQs, knowledge base articles, or past ticketing history. They leverage an extensive knowledge base for most situations, ensuring rapid assistance.

Operating 24/7, Tier 2 engineers diligently troubleshoot problems. They meticulously summarize their efforts and escalate the case to the specialized Tier 3 team for further investigation when needed,

What you need to succeed

• An Engineering degree in Computer Sciences, Information Systems or related fields
• Experience with Microsoft SQL Server – installation, configuration and performance.
• Experience working on large-scale, N-tiered enterprise web applications.
• Proficient in SQL, stored procedures, database schema with hands on experience in enterprise projects
• Experience supporting the functionality of complex enterprise business applications (beyond just installation, setup, configuration)
• Ability to research, learn, apply, and adapt to new functionality and technology.
• Self-motivated, able to multi-task and remain productive without close supervision.
• Excellent oral and written communication skills
• Ability to work under pressure to resolve complex and time sensitive client issues from beginning to end.
• Ability to work independently and within a team, escalating issues when appropriate.
• Ability to manage case load to meet defined service levels while customer
  expectations and follow up.
• Past work experience in a support role in a software product development company is a
  big plus