About Cloudfinch

Cloudfinch is a fast‑growing AI SaaS application company operating at the intersection of Knowledge Management and Agentic AI solutions. With a nimble, learning‑focused culture, we empower every team member to take ownership and make a real impact.

Responsibilities

• Serve as the first point of contact for customer technical inquiries, troubleshooting issues across our AI‑driven SaaS platform

• Triage, replicate, and resolve support tickets in a timely fashion; escalate complex issues to engineering when needed

• Collaborate with Product and Engineering teams to understand new features, bug fixes, and platform updates

• Design, document, and execute manual and automated test cases to ensure high quality across web and API interfaces

• Perform functional, integration, regression, and performance testing for new releases

• Track, report, and verify defect fixes; maintain clear QA documentation and test metrics

• Advocate for continuous improvement in support workflows and QA processes

• Facilitate cross‑functional team meetings to review open issues, release readiness, and customer feedback

• Identify and mitigate product risks before deployment

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related discipline

• 1+ years of experience in technical support and/or QA for SaaS products (experience in AI or EHS/Logistics domains is a plus)

• Strong problem‑solving skills and the ability to translate complex technical issues into clear, actionable steps

• Excellent verbal and written communication skills, with a customer‑centric mindset

• Hands‑on experience with support and project‑management tools such as Jira, GitHub, Trello, or Zendesk

• Familiarity with QA tools and frameworks (e.g., Postman, Selenium, Cypress, or similar)

• Ability to write and execute detailed test plans, bug reports, and support documentation

• Basic scripting skills (Python, Bash, or similar) and comfort querying logs or databases (SQL)

• Agile mindset, able to work in fast‑paced, iterative development cycles

• ISTQB, Agile, or other QA/support certifications are a plus

Why Join Cloudfinch?

• Innovative AI SaaS: Help shape the future of Knowledge Management and Agentic AI solutions.

• Ownership & Growth: Take full ownership of customer success and product quality, with clear paths for career advancement

• Collaborative Culture: Work alongside passionate technologists in a fun, supportive environment that values learning

• Competitive Package: Enjoy a market‑competitive salary, benefits, and perks

• Prime Location: Modern office in the heart of Mumbai’s business district—Ballard Estate

If you’re an ambitious Support Engineer who thrives on both customer engagement and ensuring top‑notch product quality, we’d love to hear from you! Please apply with your resume and a brief cover letter highlighting your relevant experience.