Customer Success & Support
/Trusted operator
Support Specialist — Multilingual
L1 / L2 Support
Compensation
INR 7 - 13 LPA.
Engagement
Full-Time
Permanent role. Full-time commitment. Primarily on-site, with limited remote flexibility.
Scope of role
Drive specific initiatives with minimal supervision. Deepen craft. Begin mentoring others.
01 — The role
Why this role exists at EduRankAI
Handle L1 and L2 support across every EduRankAI product. The role is for support specialists who treat the work as a craft — who write clean tickets, who escalate with full context, and who carry multiple Indian languages comfortably. You will pair with the Senior Support Engineer on L3 escalations and the Director of Support Operations on training. Grow into a Senior Support Engineer or CSM role over 24 months.
02 — The work
What you will own
- 01 Handle L1 / L2 tickets across products.
- 02 Author KB articles for the patterns you see repeatedly.
- 03 Escalate to L3 with clean, complete context.
- 04 Run weekly trend reports for the Director.
- 05 Mentor junior support associates.
03 — The expertise
What we look for
04 — The bar
Who thrives here
- → You have handled L1 / L2 support at a real product for at least 18 months.
- → You write clean tickets and KB articles that other agents reuse.
- → You can describe a hard customer conversation you handled well, including what made it hard.
- → You can handle a difficult conversation in three languages without losing the room.
- → You have an opinion about response-time SLOs and you can defend it.
05 — Hiring process
What to expect after you apply
- 01
Application review
Every application is read personally within five business days. We respond either way.
- 02
Take-home or live exercise
Role-specific. Time-boxed. Real problems we are actually working on, not invented puzzles.
- 03
Conversations
Deep technical and values conversations with the team you would join. No trick questions. No panel ambushes.
- 04
Offer or honest no
If yes: digital offer letter, signed in-portal, transparent terms. If no: written feedback if you want it.
Before you start
What we will collect. What it costs. What we will not do with it.
We will collect
- Name, email, phone — Account + application updates. No marketing.
- Resume / portfolio link — Human review of your work.
- Date + place of birth — Identity verification only.
- Your written responses — Selection rubric. Read by humans.
- Government ID (later) — Anti-fraud at offer / interview stage. Not at signup.
We will never
- Sell your data
- Share with third-party recruiters
- Use for advertising
- Train models on it
- Send marketing email
Our situation
EduRankAI is a small, independent organization building long-term capabilities in educational intelligence, advanced AI systems, and research infrastructure. We take no advertiser money, no donations with strings attached, and no investor pressure on hiring decisions. Applying is free, and every application is read by a human — recruitment, technical, academic and leadership teams. It buys us the right to be honest.
Ready to apply?
We read every application personally. If you are the right person for this role — regardless of pedigree, background, or where you are based — you will hear back from us within five business days.
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