Customer Support Specialist (Remote - India)

About AssetIntel

AssetIntel is a software company dedicated to developing innovative asset management software for the transportation infrastructure industry. Our clients include State Departments of Transportation, Cities, Toll Authorities, Transit Agencies, the Federal Highway Administration, and Civil Engineering Firms. Our products, such as inspectX, emergencyX, and manageX, streamline infrastructure management, inspection, and emergency response for bridges, culverts, tunnels, and more. Learn more at www.assetintel.co.

Role Overview

We are seeking a Customer Support Specialist (India-based) focused on application support, issue investigation, resolution documentation, and ticket escalation in support of our U.S. customers. This role works closely with U.S.-based Customer Success, QA, and Engineering teams to ensure timely and accurate resolution of support requests.

This is a remote role based in India and requires working during U.S. business hours (6 PM - 3 AM IST) to ensure real-time collaboration and responsiveness.

Key Responsibilities

Customer Support

• Become highly familiar with AssetIntel applications and workflows to support effective troubleshooting, issue documentation, and escalation.
• Assist with investigation and resolution of customer support tickets under guidance from U.S.-based team members.
• Contact users as needed to gather and document issue details, including clear steps to reproduce and supporting evidence, to support investigation and escalation by the U.S.-based team.
• Check new tickets against known issues and documented resolutions to reduce duplicate investigation.
• Escalate complex or domain-specific issues to U.S. support leads, track ticket status, and follow up to ensure timely resolution.
• Provide timely responses to customer inquiries during U.S. business hours.

Documentation & Knowledge Support

• Assist in maintaining internal documentation and knowledge base articles.
• Document common issues, investigation steps, and resolutions for internal use.
• Support process improvements by identifying repeat issues and patterns.

Required Skills and Qualifications

• Strong written and verbal English communication skills.
• Experience in customer support, technical support, or data-oriented roles.
• Comfort working with structured data (Excel, CSV, PDFs).
• Strong attention to detail and ability to follow defined processes.

Preferred Qualifications

• Experience supporting SaaS or enterprise software products.
• Familiarity with Zendesk or similar ticketing systems.
• Experience supporting U.S.-based customers or distributed teams.
• Exposure to infrastructure, engineering, or asset management systems (nice to have, not required).

Working Hours Requirement

• This role requires consistent availability during U.S. business hours (6 PM - 3 AM IST) to support real-time collaboration and customer responsiveness.

Benefits and Perks

• Work remotely - anywhere from India.
• Market-competitive total compensation package and performance-based bonus.
• Company-paid medical coverage.
• Fully equipped home office setup, including a high-spec computer, monitors, desk, and chair.
• Plenty of growth opportunities, working alongside some of the brightest minds in the industry.