Deputy Manager Ii - Product Support Job in Loadshare Networks

Job Title: Support Engineer

Location: Bengaluru

Company: Loadshare Networks

About Loadshare Networks

At Loadshare, we re building India s largest intra-city logistics marketplace. Founded in 2017, we re a Series C startup backed by leading investors such as Tiger Global, Matrix Partners, BII, Stellaris, BeeNext, and Filter Capital. Our platform supports a wide range of intra-city logistics operations, including:

• Quick Commerce: Blinkit, Zepto, BBNow
• Food Delivery: Swiggy, Zomato
• Hyperlocal: Apollo, Licious
• Grocery: Reliance, Spencers, ONDC
• eCommerce: Flipkart, Amazon, Meesho, ShipRocket
• Bike Taxi: Uber, Ola

Scale & Reach:

• 500,000+ daily last-mile deliveries across 500+ towns
• 20,000+ active delivery partners
• 1M+ shipments daily via our proprietary supply chain SaaS platform

Role Overview

We re looking for a skilled Support Engineer to join our Bengaluru team. You ll be the first point of contact for resolving customer issues, analyzing technical problems, and collaborating closely with the engineering and product teams to ensure a smooth, high-quality user experience. This role is ideal for someone who enjoys problem-solving, has strong technical aptitude, and communicates clearly with internal and external stakeholders.

Key Responsibilities

• Troubleshoot and resolve user-reported issues on web and Android platforms.
• Collaborate with product and engineering teams to handle technical escalations.
• Conduct root cause analysis and assist in identifying long-term fixes.
• Manage tickets and user requests using support tools such as Freshdesk or Zendesk.
• Document known issues and resolutions to improve the support knowledge base.
• Perform data analysis using SQL and Excel to support incident investigation.
• Support implementation and onboarding efforts for clients as needed.
• Proactively suggest product or process improvements based on user feedback.

Requirements

• 2+ years of experience in a technical support role, preferably in a B2B SaaS environment.
• Strong skills in SQL, database management, and Microsoft Excel.
• Hands-on experience with customer support tools like Freshdesk, Zendesk, or similar platforms.
• Prior experience supporting cloud-based applications and Android apps.
• Excellent troubleshooting and problem-solving skills.
• Strong verbal and written communication in English and Hindi.
• Ability to clearly articulate issues, root causes, and solutions to both technical and non-technical audiences.
• Experience in stakeholder engagement, customer success, or relationship management is a plus.

Key Skills

• SQL, Databases, Excel
• Problem Solving & Root Cause Analysis
• Freshdesk / Zendesk / Support Platforms
• Cloud & Android Application Support
• Customer Service & Relationship Management
• Gap Analysis & Stakeholder Communication