Sr Technical Support Engineer

A Technical Support Engineer is a problem-solving expert dedicated to maintaining and improving the functionality of our products. The ideal candidate will not only have technical prowess but also possess a customer-centric mindset to provide quick and effective solutions, maintaining a high level of customer satisfaction. This role requires to work from 6:30 PM to 3:30 AM IST hours.

Key Responsibilities:

• Resolve customer questions or problems in system configuration/setup and product functionality, including fixes or enhancements.
• Serve as the primary support liaison between the Company and customers.
• Provide excellent technical and customer service; strong communication skills are required.
• Troubleshoot complex technical issues by performing product testing and customer issue replication.
• Contribute towards the achievement of team goals and objectives.
• Work directly with sustaining engineering and development teams to resolve complex issues.
• Share feedback with product and engineering teams regarding product supportability and customer pain points.
• Assist other Technical Support Engineers with difficult and complex issues, fostering a collaborative environment.
• Perform other job duties as directed by leadership.

Preferred Experience/Certifications:

• Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• 8+ years of experience in a technical support role, preferably in a SaaS environment.
• Strong understanding of REST APIs and experience in troubleshooting API-related issues.
• Proficiency in scripting languages (e.g., Python, JavaScript, Bash) for automating tasks and processes.
• Knowledge of security standards (authentication/authorization) & practices including OAuth, SAML, and SSO.
• Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) and customer support tools.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication skills to explain technical concepts to non-technical users.
• Familiarity with cloud computing platforms (e.g., AWS, Azure).
• Knowledge of Generative AI and Prompt Engineering is a plus.

Required Skills:

• Excellent interpersonal and communication skills.
• Excellent time management, decision making, and organizational skills.
• Strong technical troubleshooting skills.
• Strong knowledge of networking and scripting.
• Ability to work well with others as part of a team.

This role is crucial for ensuring that our products meet the highest standards and that our customers receive unparalleled support and satisfaction.