Senior Technical Support Engineer

Senior Technical Support Engineer

What will your role look like

· Provide expert-level technical support to customers via phone and email.

· Troubleshoot and resolve complex issues across applications, APIs, integrations, cloud, infrastructure, and hardware.

· Reproduce issues, perform root cause analysis, and collaborate with Engineering and Product teams on fixes and enhancements.

· Participate in incident management and on-call rotations for critical production issues.

· Act as a customer advocate by triaging issues to internal teams and third-party vendors, ensuring resolution within defined SLOs.

· Support resellers by staying up to date with platform features and serving as a subject matter expert.

· Analyze recurring support trends and contribute to product, process, and tooling improvements.

· Maintain accurate case documentation, status updates, runbooks, FAQs, and knowledge base articles.

· Work closely with cross-functional teams and vendors to ensure timely issue resolution.

Why you will love this role

· Work on complex, real-world challenges across modern SaaS, cloud, and API-driven platforms.

· High-impact role influencing customer success and product quality.

· Strong collaboration with Engineering, Product, and Customer Success teams.

· Continuous learning with exposure to evolving technologies.

· Fast-paced, customer-first environment that values ownership and technical excellence.

We would like you to bring along

· 4–7+ years of experience in technical support, solutions engineering, or a similar customer-facing technical role.

· Hands-on experience with SaaS platforms, APIs, databases, and scripting (Python, Shell).

· Experience with cloud platforms such as AWS and Azure.

· Strong understanding of web technologies, integrations, and system architecture.

· Experience with ticketing systems (Zendesk, Jira) and knowledge base tools.

· Excellent troubleshooting, analytical, and communication skills.

· Ability to prioritize effectively and manage customer expectations in a fast-paced environment.

· Willingness to work flexible hours, including some weekend support, for a 24x7 business.

Good-to-have skills

· Experience with web servers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL).

· Knowledge of application protocols (DNS, HTTP, HTTPS/SSL, FTP).

· Basic Linux administration experience.

· Familiarity with REST APIs, JSON, OAuth, and web services.

· Experience supporting resellers or working with third-party vendors.

· Exposure to incident management, on-call rotations, or SRE/DevOps practices.

· Relevant technical certifications or a secondary technical degree.

Job Type: Full-time

Pay: ₹1,000,000.00 - ₹1,600,000.00 per year

Work Location: In person