Technical Support Engineer

The Art of Living is working toward something unfashionably large: a happier, safer world, built on real human values. Most people meet that mission through its programs and volunteers. Increasingly, they meet it through software — and the technology team is the group that builds it, creating products that help the Foundation reach millions of users across the globe.

When one of those millions of users hits a problem, this role is the person they meet. We're a small, product-focused team that values collaboration, continuous learning, and real-world impact, and we look for people who are genuinely excited to take on challenging problems in a supportive environment.

We're looking for a Technical Support Engineer to be the front line for millions of users — resolving issues with empathy, diagnosing problems accurately, and being the voice of the user back to our product and engineering teams.

You'll respond to user issues across email, chat, and in-app channels with empathy, clarity, and speed — diagnosing app, account, and payment or donation issues, reproducing problems, and pinning down root causes. When something needs engineering, you'll escalate it with a clear, reproducible report and partner with the team until it's resolved.

You'll manage a ticket queue against SLAs in a helpdesk or CRM tool, and reduce tomorrow's queue by writing and maintaining help articles, FAQs, and troubleshooting guides that make repeat questions disappear.

Just as important is the feedback loop: you'll spot patterns across tickets, surface recurring issues and feature gaps to the product team, and represent the user's experience internally — not just closing tickets, but improving them.

You have two to four years in customer or technical support, ideally for a digital product or mobile app, and your written and verbal communication is warm, clear, and patient.

You bring a logical, curious approach to isolating problems, hands-on experience with helpdesk and CRM platforms like Zendesk, Freshdesk, or Intercom, and enough technical grounding to be comfortable with app behavior, basic API concepts, and reading logs and error messages. You can juggle multiple issues at once, triaging by urgency and impact.

Underneath the skills is the thing we can't teach: genuine care for helping people — including the frustrated ones.

Extra credit if you're multilingual and can support users in multiple Indian languages, know basic SQL or are comfortable reading application logs, have supported mobile apps or payment and donation flows, or know the product, wellness, or nonprofit space.

Hybrid working, a supportive and mission-driven environment, and the chance to be the human face of technology that reaches millions of people and does real good in the world.

Titles aside, here's the shape of the person we're looking for. You can calm a frustrated user and actually solve their problem. You can reproduce a bug and document it so engineers fix it fast. You spot patterns across tickets and flag them early. You write help docs that make questions disappear — and you care about the experience, not just the ticket count.