Technical Support Specialist

Technical Support Specialist

Position: Technical Support Specialist

Location: Mumbai, India

About LRN:

LRN is the world’s leading dedicated ethics and compliance SaaS company, helping more than 30 million people every year navigate complex regional and global regulatory environments and build ethical, responsible cultures. With over 3,000 clients across the US, EMEA, APAC, and Latin America—including some of the world’s most respected and successful brands—we’re proud to be the long-term partner trusted to reduce organizational risk and drive principled performance.

Named one of Inc Magazine’s 5000 Fastest-Growing Companies, LRN is redefining how organizations turn values into action. Our state-of-the-art platform combines intuitive design, mobile accessibility, robust analytics, and industry benchmarking—enabling organizations to create, manage, deliver, and audit ethics and compliance programs with confidence. Backed by a unique blend of technology, education, and expert advisement, LRN helps companies turn their values into real-world behaviors and leadership practices that deliver lasting competitive advantage.

About the role:
LRN’s Production Support team is the first line of support for LRN’s proprietary applications, working with customers’ program administrators, stakeholders, and internal customers.Technical Support Specialist responsibilities includes resolving any defects reported by customers as well as with any ‘How To’ questions on LRN’s proprietary applications.

Requirements

What you'll do:

• Undergo Training as per plan
• Work to resolve defects reported by customers by working with Technology and Product teams
• Adhere to predefined SLAs on the tickets and ensure closure of issues within the SLA
• Work on complex cases and drive resolution of the issues
• Provide feedback to product development teams for feature enhancements
• Work with cross-functional teams such as Technology/Product/CloudOps to drive the resolution of the client reported issues
• Perform ticket analysis to identify patterns and present them to leadership
• Replicate production bugs reported by clients on lower environment

What we're looking for:

• Good logical and problem-solving skills geared towards troubleshooting technical issues
• Good understanding of underlaying principals of SAAS based products
• Ability to analyze and pull HAR logs and analyze network calls
• Escalation and problem management skills
• Good knowledge of HTML and basic SQL commands
• Familiarity with Learning Management Systems is a add on
• Proven experience in root cause analysis and resolution
• Proficiency in using specialized software and tools relevant to the specific domain
• Familiarity with industry-specific diagnostic and monitoring tools
• Excellent verbal and written communication
• Ability to understand and grasp usability of applications
• Collaborate and participate as team player
• Candidates with bachelors degree in technical fields
• Experience in application support for SAAS based product

Benefits

• Excellent medical benefits, including family plan
• Paid Time Off (PTO) plus India public holidays 
• Competitive salary
• Combined Onsite and Remote Work

LRN is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Experience Level

Senior Level