Job Summary
We are seeking a customer-focused Technical Support Engineer to join our team and take
ownership of supporting a specific product. The role requires a strong technical and
functional understanding of the product, excellent troubleshooting and problem-solving skills,
and the ability to work effectively with customers and cross-functional teams.
The ideal candidate will be responsible for ensuring timely resolution of customer issues,
delivering the best customer experience while maintaining SLA adherence, monitoring APIs,
identifying recurring issues, driving root cause analysis, and collaborating with the Product
and Engineering teams to deliver permanent solutions.
Key Responsibilities
- Customer Support: Provide timely and effective technical support to customers,
understand the criticality and business impact of issues, and ensure a high-quality
customer experience.
- SLA & Service Excellence: Monitor and manage support tickets to ensure
adherence to defined response and resolution SLAs. Maintain strong response-time
and service-request SLA compliance.
- API Monitoring: Monitor inbound and outbound APIs to identify failures and potential
issues. Proactively investigate and highlight API failures to the relevant internal
teams.
- Troubleshooting & RCA: Diagnose, analyse, and resolve technical and functional
issues. Investigate recurring issues, work with Product and Engineering teams to
obtain Root Cause Analysis (RCA), and drive issues toward permanent solutions.
- First Contact Resolution: Focus on resolving customer issues during the first
interaction wherever possible, with an emphasis on same-day resolution.
- Hands-On Technical Expertise:
- API troubleshooting and debugging using tools such as Postman.
- Application logs and monitoring tools such as Kibana and Grafana.
- JSON, XML, and inbound/outbound data-transfer mechanisms.
- SQL and database troubleshooting.
- Cloud technologies such as AWS.
- Application and integration troubleshooting.
- Incident & Escalation Management: Identify potential escalations proactively and
communicate them to relevant internal stakeholders to prevent avoidable customer or
executive-level escalations. Provide timely updates on critical/P0 incidents.
- Release & Product Support: Assist Product and Engineering teams with testing and
validating product releases. Provide feedback on incident prioritization based on
customer impact and technical severity.
Cross-Functional Collaboration: Work closely with Product, Engineering, Customer
Success, and other internal teams to coordinate workarounds, track fixes, and
ensure timely resolution of customer issues.
- Knowledge Sharing: Create and maintain internal knowledge-base articles, FAQs,
troubleshooting guides, and technical documentation. Conduct knowledge-sharing
sessions to improve technical capabilities across the team.
- Technical & Functional Knowledge: Continuously develop deep technical and
functional expertise in the assigned product. Complete relevant training and courses
in areas such as AWS, SQL, API debugging, monitoring, and other relevant
technologies.
- Flexibility: Be available to work in rotational shifts (Morning, Afternoon, and Night)
- Office Requirement: Work from the office at least three days a week.
Qualifications
Required:
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 3–4 years of experience in Technical Support, Application Support, Product
Support, or a similar role, preferably in a SaaS or product-based company.
- Strong troubleshooting, analytical, and problem-solving skills.
- Good understanding of APIs, API debugging, HTTP status codes, JSON, and XML.
- Proficiency in SQL and experience troubleshooting database-related issues.
- Hands-on experience with application logs and monitoring/debugging tools.
- Strong written and verbal communication skills, with the ability to explain complex
technical issues to both technical and non-technical stakeholders.
- Customer-focused mindset with strong ownership and the ability to manage multiple
priorities.
- Ability to collaborate effectively with Product, Engineering, and other cross-functional
teams.
- Experience working with SLAs, incidents, escalations, and ticket-based support
processes.
Preferred:
- Familiarity with cloud environments such as AWS or Azure.
- Experience with monitoring and observability tools such as Kibana and Grafana.
- Experience with databases such as MySQL, PostgreSQL, MongoDB, or Redis.
- Experience with reports such as Excel, Google Sheets, Power BI, etc
- Experience with SaaS or enterprise product support.
- Familiarity with ITIL or incident-management processes.
- Experience in conducting or coordinating Root Cause Analysis (RCA).
