The role
Neon Link places remote technical support specialists in India with US software companies. Growing software companies in the US often add customers faster than they add support people, and those customers ask hard questions: why did the integration stop, why did the AI answer that, how do I set this up for my team. You join a client's support team full time, answer those questions in writing and on calls, reproduce the problem, fix what you can, and write the bug report a developer can act on without a follow-up question.
Tell us about a product you supported, what kind of customers used it and the hardest ticket you solved, and leave the company's name out; a help article, a walkthrough video or a portfolio you made is the strongest proof. We never charge a fee to apply, test, train or start.
What you'll do
- Answer tier 1 and tier 2 tickets by email, chat and phone, inside the client's response targets
- Reproduce problems, read logs and API responses, and solve what can be solved without engineering
- Write bug reports with the steps, the expected and actual result, and the account it happened on, then follow them in Jira or Linear until they're fixed
- Walk customers through setup, integrations and AI features on a call or in a recorded video
- Write and update help articles when the same question keeps coming back
- Tag every ticket so the product team can see what customers struggle with
- Use the help desk's AI tools to draft replies and summarize long threads, and check every answer before it reaches a customer
What success looks like
- First response and resolution times inside the targets set with the client
- Bug reports engineering can act on without coming back to you
- Customer satisfaction that holds as ticket volume grows
What you bring
- 2 or more years in technical support for a software product, SaaS or API platform, with US customers
- Comfortable with APIs, webhooks, browser developer tools and reading a log
- Hands-on with help desks such as Zendesk, Intercom, Freshdesk or Help Scout, and with Jira or Linear
- Excellent written English and clear spoken English for customer calls
- Able to work US business hours, a night shift in India, and hold that schedule long term
- Careful with customer data: you work only in the accounts the client sets up for you, keep customer records, logs and screenshots off personal devices and chat apps, and you'll sign a confidentiality agreement, pass a background check and show a photo ID and proof of your experience, such as experience letters, relieving letters, payslips or freelance invoices
- Education: any degree or none; a technical background helps
Nice to have
- Supporting an AI product, so you can explain why a model answered the way it did
- SQL, Postman or basic scripting
Work setup
- Your own computer with 16 GB of RAM or more and an Intel Core i5, AMD Ryzen 5 or Apple M series processor or better, on Windows 10 or 11 or macOS, with a webcam and a noise canceling headset
- Broadband of at least 50 Mbps, with a mobile hotspot as backup
- UPS or inverter power backup so a power cut doesn't end your shift
- A quiet workspace for customer calls
- Tell us your city and state when you apply; we hire across regions, so one storm or outage doesn't hit everyone at once
You'll do well here if
Reproduces before replying
Writes the clear bug report
Patient on the third call
Turns repeats into articles
Owns the ticket to the end
Careful with customer data
Questions applicants ask
- Is this job work from home?
- Yes. Remote, work from home, anywhere in India, no night commute.
- How much does it pay?
- INR 38,000 to 52,000 a month (about INR 226 to 310 an hour). About 4.6 to 6.2 LPA, paid as a fixed amount that already covers night hours. Pay is in Indian rupees (INR).
- What are the working hours?
- Monday to Friday, US business hours (night shift in India), weekends off; exact shift set with the client.
- When would I start?
- Hiring now.
- How do I apply?
- Use the form on this page: your resume, a few questions about this role, your expected pay and a short voice introduction you record on the page. A person reads every application.
- Does Neon Link charge a fee to apply?
- No. Neon Link never charges a fee to apply, test, train or start, and only contacts applicants from neonlink.ai email addresses.