Why This Job is Featured on The SaaS Jobs
This Senior Associate posting stands out in SaaS-adjacent platforms where reliability and workflow accuracy directly affect customer outcomes. The remit sits at the intersection of Operations and Engineering, a common pressure point in product-led businesses: translating real-world operational friction into technical investigation, then closing the loop through clear updates and measurable resolution within SLAs.
For a SaaS career, the role builds durable leverage in incident handling and service management rather than purely reactive support. Regular exposure to bug triage, data mismatches, and workflow errors develops an understanding of how production issues surface, how teams prioritise fixes, and how tooling like Jira/Zendesk structures accountability. The emphasis on root-cause patterns and documentation also maps to mature SaaS practices—reducing repeat tickets, improving platform usability, and strengthening internal knowledge bases.
This is best suited to professionals who enjoy structured problem-solving and cross-functional coordination, and who can communicate technical findings in an operationally useful way. It will appeal to early-career candidates aiming to deepen technical fluency (APIs, basic SQL) while staying close to business processes, and to those who prefer clear ownership of tickets from intake through closure.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About Us
Yubi stands for ubiquitous. But Yubi will also stand for transparency, collaboration, and the power of possibility.
From being a disruptor in India’s debt market to marching towards global corporate markets from one product to one holistic product suite with seven products
Yubi is the place to unleash potential. Freedom, not fear. Avenues, not roadblocks. Opportunity, not obstacles.
Job Description
About the Role:We are looking for a Customer Support Agent who will act as a bridge between the Operations and Engineering teams, ensuring timely resolution of technical issues and effective cross-functional communication. The ideal candidate will have a strong technical aptitude, problem-solving mindset, and the ability to translate operational concerns into actionable insights for the engineering team.
Key Responsibilities:
- Issue Resolution:Manage and resolve technical issues raised by the Operations team efficiently and within defined SLAs.
- Coordination with Engineering:Collaborate with Engineering to analyse, troubleshoot, and resolve reported system bugs, data mismatches, or workflow errors.
- Cross-Team Communication:Serve as a communication link between Operations and Engineering, ensuring updates and technical findings are clearly shared.
- Ticket Management:Track, prioritise, and close issue tickets using tools such as Jira, Zendesk, or Freshdesk.
- Root Cause Analysis:Identify patterns and recurring issues, escalating to Engineering for long-term fixes.
- Documentation:Maintain detailed records of issues, resolutions, and known error documents for future reference.
- Process Improvement:Provide feedback to Product and Engineering teams to enhance platform performance and usability.
- Operational Support:Support the Operations team with technical queries, data validation, and process alignment.
Requirements:
1. Education: Bachelor’s degree in Computer Science, Information Technology, or any related field.
2. Experience: 1–3 years in a technical support, product support, or operations support environment.
3. Technical Skills:Good understanding of system workflows, APIs, or basic SQL (preferred).
4. Experience with ticketing tools (e.g., Jira, Freshdesk).
5. Soft Skills:Excellent communication and coordination abilities.
6. Strong analytical and troubleshooting skills.
7. Ability to manage multiple priorities and work under pressure.
8. Detail-oriented and proactive.
