Technical Support Engineer 1 @ Trigent

Job Description

Role Summary

Trigent Software is hiring an L1 Technical Support Engineer to deliver front-line platform support for Quility a US-based InsurTech company powering digital tools for thousands of insurance agents and agencies. You will be the primary point of contact for resolving issues across

Quility's 7-module digital suite, including CRM, LMS, Lead Management, Onboarding, and Application & Underwriting platforms.

This is a high-visibility, client-facing support role with 247 rotational shift coverage, operating out of Trigent's Bangalore office.

What You Will Do

• Provide L1 technical support for Quility's suite CRM, LMS, Leads, Onboarding, Application & Underwriting, and Hatch platforms
• Log, triage, and manage support tickets end-to-end using Jira and Zendesk
• Diagnose issues: user error vs. data discrepancy vs. system bug and route accordingly
• Handle user administration profile setup, password resets, MFA/SSO issues, account syncing
• Escalate complex bugs to L2/L3 with clear documentation
• Contribute to internal knowledge base and FAQ articles to reduce repeat ticket volumes

What We're Looking For

• 2-5 years of experience in Technical Support / Help Desk / Application Support roles
• Hands-on experience with CRM platforms (Freshworks / Zoho / Salesforce / LeadSquared or equivalent)
• Familiarity with LMS platforms, ticketing tools (Jira / Zendesk / Freshdesk / ServiceNow)
• Working knowledge of MFA, SSO, URL redirects, browser troubleshooting, and basic web technologies
• Excellent written and verbal communication in English ability to explain technical issues to non-technical users
• Prior exposure to FinTech, InsurTech, or SaaS platform support is a strong advantage
• Willingness and ability to work 247 rotational shifts including US time zones

Good to Have

• Experience supporting B2B or B2C enterprise portals
• Knowledge of lead management, insurance workflows, or agent onboarding processes
• Prior experience at Freshworks, Zoho, Kaseya, Chargebee, BrowserStack, or similar SaaS orgs

Why Trigent

• ISO-certified delivery organization with 25+ years of US client delivery excellence
• Structured career path: L1 L2 Senior Support Analyst Team Lead
• Exposure to live US enterprise InsurTech platform from Day 1
• Transportation support for shift hours

Key Skills: Technical Support | L1 Support | Application Support | CRM | Jira | Zendesk | LMS | Freshdesk | ServiceNow | SaaS Support | MFA | SSO | InsurTech | FinTech | Help Desk | Incident Management | Ticket Management | US Shift | B2B Support | Bangalore

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Keyskills:   IT Helpdesk LMS Saas Applications Crm Tool Servicenow Itsm Client Success Helpdesk MFA Zendesk SSO B2B / B2C