Why This Job is Featured on The SaaS Jobs
This Technical Support Engineer role sits at the operational core of a mature SaaS product, where customer experience is shaped as much by product reliability as by the quality of technical guidance. Wrike’s collaborative work management platform implies a broad surface area of workflows, integrations, and environments, making support a meaningful channel for understanding how SaaS products behave in real customer contexts.
From a SaaS career perspective, the position offers repeated exposure to the full lifecycle of issue resolution: diagnosing configuration and network factors, translating user impact into actionable bug reports, and working with Product and Engineering through to closure. That combination builds durable skills in incident triage, technical communication, and customer advocacy, all of which transfer across B2B SaaS teams that rely on tight feedback loops and measurable service quality.
The role best fits professionals who prefer structured problem solving and can switch between empathetic user conversations and technical investigation without losing precision. It also suits someone who values cross functional collaboration and wants to become a product expert rather than treating support as a ticket handling function. Comfort operating in written and live channels, plus an interest in patterns behind recurring issues, aligns well with the mandate described.
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 the Role:
As a Technical Support Engineer at Wrike, you are the frontline champion for our users. You’ll serve as a critical bridge between our complex collaborative work management platform and the customers who rely on it to run their businesses. Your mission is to provide an effortless, high-touch support experience that ensures every user can unlock the full potential of Wrike without friction.
Your Impact:
- Empower Customers: Resolve a diverse range of inquiries from product "how-tos" to complex technical troubleshooting across email, chat, and phone.
- Drive Technical Resolution: Collaborate directly with Engineering and Product teams to identify, document, and resolve software bugs and technical hurdles.
- Advocate for Excellence: Act as the voice of the customer internally, identifying trends in user pain points to help influence our product roadmap.
- Knowledge Sharing: Educate both customers and internal teammates, contributing to a culture of continuous learning and operational efficiency.
Your Qualifications:
- Experience: 3+ years of hands-on technical or functional product support experience, specifically within the SaaS industry.
- Communication: Professional English proficiency (C1+ Business minimum) with the ability to explain complex concepts clearly and empathetically.
- Technical Literacy: Strong background in computing (Mac & PC), networking, web-browser troubleshooting, firewalls, and proxy servers.
- Problem Solving: Exceptional critical thinking skills with a proven ability to troubleshoot sophisticated problems in a fast-paced, changing environment.
- Availability: Must be able to work the following IST hours:
- Summer: 9:30 – 18:00
- Winter: 10:30 – 19:00
- Education: A University Degree or equivalent broad theoretical knowledge.
Standout Qualities:
- High Emotional Intelligence: The ability to build genuine rapport and maintain empathy even under high-pressure or "exciting" circumstances.
- Data-Driven Mindset: You excel in a metrics-oriented environment and use data to prioritize your workflow.
- Proactive Ownership: You don't just close tickets; you identify underlying issues and take the initiative to suggest internal process improvements.
- Meticulous Organization: A natural ability to keep track of various small and large tasks without letting anything slip through the cracks.
Team Dynamics:
You will join Wrike Support, a distributed, multinational team of industry experts. We are a vital arm of the Client Success Organization, working hand-in-hand with Sales, Operations, and Engineering. Our culture is built on trust, lightning-fast response times, and a shared goal of maintaining our 9+/10 Customer Satisfaction rate. You’ll report to a Support Manager who values autonomy, constant learning, and collaborative problem-solving.
Our Work Style:
- The Stack: We live in Zendesk for ticket management and use Wrike (of course!) to manage our internal projects and collaboration.
- Methodology: We operate in a high-velocity, customer-centric environment. We move fast, but we prioritize quality and "personalized" service over scripted responses.
- What Sets Us Apart: Unlike traditional "call center" support, Wrike Support Engineers are treated as product experts. You are encouraged to dive deep into the technical weeds and have a seat at the table with our Engineering teams to drive real change.
Why Join Wrike?
- 18 calendar days of paid vacation (12 days of National & Festival holidays (10 fixed, 2 flexible))
- Sick Leave Compensation (5 Paid Uncertified Sick Days)
- Menstrual Leave: Twelve (12) days per calendar year. Women employees are eligible for up to 1 day of menstrual leave per month.
- Parental Leave: 26 Weeks Maternity / 4 Week Paternity
- 2 Volunteer Days
- Group Medical Insurance (Employees + Dependents)
- Term Life Insurance (Rs 50,00,000)
- Personal Accident Insurance (Rs 50,00,000)
- Monthly Broadband / Internet Reimbursement (INR 1500)
- Hybrid Working Model + Complimentary Lunch & Snacks
Your recruitment buddy will be Nandini Singh, Senior Recruiter.
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