Group Company: LeadSquared
Designation: Solutions Engineer – Tier 4 Application Support
Office Location: Cessna Business Park, Bangalore
Position description:
We are looking for a Solutions Engineer to join the Customer Engineering team within the Engineering Organization. The role will be responsible for handling complex Tier 4 application support escalations involving critical production, application, integration, and technical issues. The candidate will work closely with Engineering, Product, DevOps, SRE, and Customer Support teams to investigate issues at the application and code level, identify root causes, and drive permanent resolutions.
Primary Responsibilities:
- Own and resolve complex Tier 4 escalations involving application, integration, database, and production issues.
- Perform deep-dive troubleshooting using SQL queries, APIs, application logs, traces, developer tools, and debugging techniques.
- Investigate application behavior and identify root causes of complex customer and production issues.
- Reproduce, isolate, debug, and resolve application defects in collaboration with Engineering teams.
- Investigate issues related to APIs, third-party integrations, data synchronization, workflows, automation, and SaaS application components.
- Handle high-severity and business-critical production incidents within defined SLAs.
- Perform Root Cause Analysis (RCA) and drive corrective and preventive actions.
- Collaborate with DevOps and SRE teams on deployment, infrastructure, monitoring, application performance, and production-related issues.
- Use monitoring and observability tools to investigate application performance and production issues.
- Identify recurring issues and drive initiatives to improve product stability and reduce escalations.
- Create and maintain troubleshooting guides, technical documentation, knowledge articles, and diagnostic runbooks.
- Mentor and technically guide junior application support and solutions engineers.
- Partner with Product Management to communicate recurring customer issues and provide technical inputs for product improvements.
Additional Responsibilities:
- Drive continuous improvement across application support and escalation processes.
- Identify opportunities to automate repetitive troubleshooting and support activities.
- Improve troubleshooting methodologies and escalation workflows.
- Participate in on-call support for critical production incidents.
- Contribute to postmortems and reliability improvement initiatives.
- Ensure clear and timely communication with internal and external stakeholders throughout critical incidents.
- Enable lower-tier support teams through knowledge sharing, documentation, and technical mentoring.
Reporting Team
- Reporting Designation: Manager / Senior Manager – Customer Engineering
- Reporting Department: Customer Engineering / Engineering
Educational qualifications preferred
- Category: Engineering / Technology
- Field specialization: Computer Science / Information Technology / Software Engineering / Related Engineering disciplines
- Degree: BE / BTech / Equivalent Bachelor's degree
- Academic score: No specific requirement
- Institution tier: No specific institution tier requirement; preference for candidates from reputed engineering institutions
Required Certification/s:
No mandatory certification. Relevant certifications in cloud technologies, application support, databases, or software engineering would be an added advantage.
Required Training/s:
Training in application support, production support, SaaS technologies, cloud platforms, databases, APIs, debugging, monitoring, or incident management would be preferred.
Required work experience
- Industry: SaaS / Software Product / Technology / Application Support
- Role: Tier 3 / Tier 4 Application Support, Production Support, Solutions Engineer, Technical Support Engineer, Application Support Engineer, Technical Consultant
- Years of experience: 1–3 years
Key Performance Indicators:
- Resolution of Tier 4 escalations within defined SLAs.
- Reduction in recurring application and production issues.
- Quality and accuracy of root cause analysis.
- Resolution time for high-severity incidents.
- Number of recurring issues permanently resolved.
- Effectiveness of collaboration with Engineering, Product, DevOps, and SRE teams.
- Quality and completeness of technical documentation and troubleshooting guides.
- Improvement in lower-tier support resolution capabilities.
- Customer and stakeholder satisfaction.
- Contribution toward application stability and support process improvements.
Required Competencies:
- Strong analytical and problem-solving ability.
- Technical ownership and accountability.
- Root cause analysis and structured troubleshooting.
- Customer empathy.
- Cross-functional collaboration.
- Incident and escalation management.
- Ability to work under pressure during critical production incidents.
- Strong communication and stakeholder management.
- Mentoring and knowledge-sharing ability.
- Continuous improvement mindset.
Required Knowledge:
- SaaS architecture and application support.
- Multi-tenant applications and cloud deployments.
- REST APIs, web services, and third-party integrations.
- Relational databases and SQL.
- Application logs, monitoring, tracing, and observability.
- Production troubleshooting and incident management.
- Distributed systems and application performance.
- Authentication and integration mechanisms.
- Software development and debugging concepts.
- RCA, postmortems, corrective actions, and preventive actions.
- Basic understanding of DevOps and SRE practices.
Required Skills:
- Strong SQL and database troubleshooting.
- API debugging and troubleshooting.
- Application and production debugging.
- Log analysis and troubleshooting.
- Scripting/programming in Python, JavaScript, Java, or similar languages.
- Experience with tools such as New Relic, Loggly, Kibana, Splunk, Grafana, Datadog, or similar.
- Troubleshooting SaaS applications in production environments.
- Debugging third-party integrations and data synchronization issues.
- Incident and escalation management.
- Technical documentation and knowledge management.
- Strong written and verbal communication.
- Ability to work effectively with Engineering, Product, DevOps, SRE, and Customer Support teams.
Required abilities
- Physical: Ability to work from the office and participate in on-call support as required.
- Other: Ability to troubleshoot complex technical problems independently, manage high-severity incidents, work under time-sensitive conditions, communicate effectively with multiple stakeholders, and take ownership of issues through resolution.
Work Environment Details:
Office-based role at Cessna Business Park, Bangalore. The role requires 4 days of Work From Office and involves close collaboration with Engineering, Product, DevOps, SRE, and Customer Support teams. The candidate may be required to participate in on-call support for critical production incidents.
Specific requirements
- Travel: No regular travel required; occasional travel may be required based on business needs.
- Vehicle: Not required.
- Work Permit: Not applicable; candidate must have valid authorization to work in India.
Other details
- Pay Rate: As per LeadSquared compensation structure and applicable experience/skill level.
- Contract Types: Full-time, permanent employment.
- Time Constraints: Standard working hours with flexibility to participate in on-call support and critical incident resolution outside regular working hours when required.
