Technical Support Specialist

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

About Us

Diligent is the global leader in modern governance, providing SaaS solutions across governance, risk, compliance, audit and ESG. Empowering more than 1 million users and 700,000 board members and leaders with a holistic view of their organization’s GRC practices so they can make better decisions, faster. No matter the challenge.

At Diligent, you are an agent of positive change. You are joining a team of passionate, smart, creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place. Be a part of a global community on a mission to make a real impact.

Learn more at diligent.com.

Exciting Opportunity Awaits:

We are looking for an enthusiastic and self-motivated Technical Support Specialist to join our team in Bangalore.

Elevate experiences: Delight users with exceptional technical support, exceeding expectations through efficiency and professionalism.

Become a trusted advisor: Coach and guide customers on leveraging Diligent products and systems to their fullest, tackling complex issues with expertise.

Master tech and build bridges: Troubleshoot application errors, support installations and upgrades, and navigate interconnectivity with other technologies.

Build lasting relationships: Cultivate trusted partnerships with customers, ensuring they have the right tools and maximize their value.

Champion knowledge: Craft clear and accurate product documentation, contributing to our Knowledge Base and ensuring information stays fresh.

Collaborate for success: Share knowledge and expertise with your team, fostering a culture of efficiency and growth.

Be the hero: Take ownership of T2 queue cases, consistently meeting SLAs and diligently tracking customer interactions.

Embrace continuous learning: Invest in your growth, expanding your product, technical, and industry knowledge through self-development initiatives.

Embrace global responsibility: Show flexibility to provide 24/7/365 support coverage when needed.

Connect and celebrate: Actively participate in team and company events, building bonds beyond the typical workday.

What you will do

Diligent's Tier 2 Support team tackles general technical issues faced by customers. With broad product knowledge, these specialists focus on understanding customer frustrations and suggesting solutions readily available through FAQs, knowledge base articles, or past ticketing history. They leverage an extensive knowledge base for most situations, ensuring rapid assistance.

Operating 24/7, Tier 2 engineers diligently troubleshoot problems. They meticulously summarize their efforts and escalate the case to the specialized Tier 3 team for further investigation when needed,

What you need to succeed

An Engineering degree in Computer Sciences, Information Systems or related fields

Experience with Microsoft SQL Server – installation, configuration and performance.

Experience working on large-scale, N-tiered enterprise web applications.

Proficient in SQL, stored procedures, database schema with hands on experience in enterprise projects

Experience supporting the functionality of complex enterprise business applications (beyond just installation, setup, configuration)

Ability to research, learn, apply, and adapt to new functionality and technology.

Self-motivated, able to multi-task and remain productive without close supervision.

Excellent oral and written communication skills

Ability to work under pressure to resolve complex and time sensitive client issues from beginning to end.

Ability to work independently and within a team, escalating issues when appropriate.

Ability to manage case load to meet defined service levels while customer

expectations and follow up.

Past work experience in a support role in a software product development company is a

big plus

What Diligent Offers You

Creativity is ingrained in our culture. We are innovative collaborators by nature. We thrive in exploring how things can be differently both in our internal processes and to help our clients

We care about our people. Diligent offers a flexible work environment, global days of service, comprehensive health benefits, meeting free days, generous time off policy and wellness programs to name a few

We have teams all over the world. We may be headquartered in New York City, but we have office hubs in Washington D.C., Vancouver, London, Galway, Budapest, Munich, Bengaluru, Singapore, and Sydney.

Diversity is important to us. Growing, maintaining and promoting a diverse team is a top priority for us. We foster and encourage diversity through our Employee Resource Groups and provide access to resources and education to support the education of our team, facilitate dialogue, and foster understanding.

Diligent created the modern governance movement. Our world-changing idea is to empower leaders with the technology, insights and connections they need to drive greater impact and accountability – to lead with purpose. Our employees are passionate, smart, and creative people who not only want to help build the software company of the future, but who want to make the world a more sustainable, equitable and better place.

Headquartered in New York, Diligent has offices in Washington D.C., Baltimore, London, Galway, Budapest, Vancouver, Bengaluru, Munich, and Sydney.

We are a drug free workplace. Diligent is proud to be an equal opportunity employer. We do not discriminate based on race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, childbirth, physical disability, mental disability, age, military status, protected veteran status, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including, but not limited to, cancer related or HIV/AIDS related), genetic information, or sexual orientation in accordance with applicable federal, state and local laws. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Diligent's EEO Policy and Know Your Rights. We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at .

To all recruitment agencies: Diligent does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Diligent employees or any other organization location. Diligent is not responsible for any fees related to unsolicited resumes.