Activate JobCopilot
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Technical Support Engineer based in India.
This role offers an exciting opportunity to be at the forefront of customer-facing technical problem solving in a fast-paced, cloud-first product environment. You will be responsible for diagnosing and resolving complex technical issues related to APIs, integrations, and cloud-based systems while ensuring a seamless customer experience. The position involves working closely with engineering and product teams to investigate incidents, manage escalations, and support critical outages with urgency and precision. You will interact directly with customers across multiple channels, including chat, email, and video, providing clear and empathetic technical guidance. This is a high-impact role where your ability to troubleshoot, communicate, and think critically will directly influence customer success. The environment is dynamic, collaborative, and focused on continuous learning and improvement, making it ideal for engineers who thrive in solving real-world technical challenges.
Accountabilities:
- Provide responsive technical support to customers across chat, email, Slack, and video channels, ensuring timely and effective resolution of issues.
- Troubleshoot and resolve complex technical problems involving APIs, integrations, cloud infrastructure, and platform configurations.
- Act as the first line of escalation for critical incidents and outages, coordinating with engineering teams for rapid resolution.
- Monitor, analyze, and identify recurring technical issues and contribute to long-term fixes and product improvements.
- Document technical issues, solutions, and troubleshooting steps to improve knowledge base and support efficiency.
- Collaborate with internal teams to communicate customer feedback, bug reports, and enhancement requests.
- Stay updated on product features, releases, and system changes to provide accurate and informed support.
- Support continuous improvement of support processes, workflows, and customer experience standards.
- Ensure adherence to SLAs, quality benchmarks, and customer satisfaction goals.
- Contribute to proactive identification of risks and system performance issues.
Requirements
- 2 to 4 years of experience in technical support, customer support engineering, or a similar technical troubleshooting role.
- Strong understanding of APIs, cloud platforms, and system integrations.
- Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
- Strong verbal and written communication skills with the ability to explain complex technical concepts clearly.
- Ability to remain calm, patient, and effective under pressure, especially during critical incidents.
- Experience working in fast-paced, customer-facing technical environments.
- Familiarity with ticketing systems such as Freshdesk or similar tools is a plus.
- Strong collaboration skills with the ability to work effectively with engineering and cross-functional teams.
- Customer-first mindset with a strong sense of ownership and accountability.
- Ability to learn quickly and adapt to evolving technologies and processes.
Benefits
- Remote-first work environment with flexibility in work arrangements.
- Flexible working hours to support work-life balance.
- Group medical insurance coverage, including dependents (parents, spouse, children).
- Group accident insurance for additional employee protection.
- Company-sponsored device to support efficient remote work.
- Skill development and learning support programs for continuous professional growth.
- Opportunity to work closely with global teams in a fast-growing SaaS environment.
- Exposure to modern cloud technologies, APIs, and enterprise support systems.
- Inclusive and collaborative work culture focused on learning and innovation.
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