Description

At Arraytics, we are seeking a Technical Support Engineer who can combine technical expertise, customer-centric thinking, Artificial Intelligence, and workflow automation to deliver exceptional support experiences.
This role goes beyond traditional support. You will act as a product expert and customer advocate, helping users solve technical challenges while maximizing the value of our SaaS products and WordPress solutions.
Leveraging your expertise in PHP, WordPress, and modern web technologies, you will troubleshoot complex issues, provide effective solutions, and utilize AI-powered tools and automation platforms to improve efficiency and customer outcomes.
We value professionals who think critically, communicate clearly, adapt quickly to new technologies, and embrace AI-first workflows. Experience with AI tools, prompt engineering, OpenClaw, n8n, AI agents, and workflow automation platforms is a strong plus.
Join us in building world-class SaaS and WordPress products while delivering next-generation, AI-powered support experiences.

What We Do :

At Arraytics, we work together to build SaaS applications, AI-powered software, WordPress plugins, themes, and much more.

Where to Find Us:

• Arraytics
• Themewinter
• Envato Market
• Timetics SaaS
• Eventin
• WPCafe

What are we expecting?
1.  Strong proficiency in utilizing AI tools and platforms to improve productivity, troubleshooting efficiency, and customer support operations.
2.  Hands-on experience with Generative AI tools such as ChatGPT, Claude, Gemini, Cursor, GitHub Copilot, and similar AI-powered platforms.
3.  Familiarity with AI automation and workflow orchestration tools, such as OpenClaw, n8n, Make, Zapier, and similar platforms, is highly preferred.
4.  Ability to design, implement, and optimize AI-powered workflows, automations, and support processes is a plus.
5.  Experience leveraging AI for debugging, root cause analysis, documentation generation, research, and technical problem-solving.
6.  Strong understanding of AI-assisted support methodologies and modern AI-first work environments.
7.  Ability to quickly learn, adapt, and adopt emerging AI technologies, tools, and frameworks.
8.  Demonstrated capability to use AI effectively to identify issues, propose solutions, and improve customer outcomes.
9.  Strong prompt engineering skills with the ability to obtain accurate, actionable, and efficient results from AI systems.
10.  Experience working with AI agents, autonomous workflows, and intelligent automation solutions is a significant advantage.
11.  Ability to combine technical expertise, automation, and AI intelligence to deliver scalable and efficient solutions.
12.  Passion for staying up-to-date with the latest advancements in Artificial Intelligence, AI Agents, LLMs, Automation, and emerging technologies.
13.  Strong analytical mindset with the ability to evaluate complex technical challenges and solve them using both traditional troubleshooting and AI-assisted approaches.
14.  Self-driven learner who continuously explores new AI tools, automation techniques, and productivity-enhancing technologies.
15.  Candidates with practical experience building internal automations, AI-powered support workflows, or intelligent customer service solutions will receive preference.
16.  AI-first thinking and a strong ability to leverage AI as a daily productivity and problem-solving partner are highly valued.

Experience Required:
1. Minimum 1 year of experience as a Support Engineer
2. Experience in providing support for SaaS products or services.
3. Familiarity with Website security best practices.
4. experience with react is a plus.
5. Knowledge of web hosting environments and related technologies.

Educational Requirements:
• This position is not for any Fresher. - Preferably CSE Background.
•  Educational qualifications may be compromised for people with at least 2+ years of experience.

Job Responsibilities

• Provide timely and professional technical support to clients.
• Diagnose and troubleshoot technical issues reported by clients, escalating to the appropriate teams if necessary.
• Guide clients through the resolution process, ensuring clear and concise communication.
• Collaborate with cross-functional teams to address complex technical challenges and deliver comprehensive solutions.
• Contribute to the development and maintenance of support documentation, including FAQs, knowledge base articles, and tutorials.
• Stay up-to-date with the latest trends and best practices in WordPress development and support.
• Proactively identify opportunities to enhance the customer experience and improve support processes.
• Manage and prioritize support tickets and ensure adherence to defined service level agreements (SLAs).

Company Benefits & Perks
• A positive, collaborative, and growth-oriented work culture
• Two annual festival bonuses (as per company policy)
• Monthly performance-based bonuses
• Annual product profit bonus (eligibility-based)
• Casual leave encashment
• Fully subsidized lunch and snacks
• Monthly team buffets and an annual company retreat
• Maternity and paternity leave
• Access to training programs and learning resources for skill development

Long-Term Rewards
• Additional 20% loyalty bonus after completing 2 years
• Three annual bonuses after completing 3 years with the company

Leave Policy
• Total of 26 paid leaves per year
• 12 casual leaves
• 14 sick leaves