About Us Neewee is an Enterprise SaaS Solutions provider in Manufacturing Scheduling, specializing in Production, Quality Control, and Maintenance Scheduling across critical sectors including Pharmaceuticals and Process Industries. We are committed to innovation, operational excellence, and empowering our clients with intelligent, future-ready scheduling and manufacturing solutions. Role Summary Seeking a proactive Technical Support Engineer to deliver exceptional enterprise customer support for Neewee products, driving timely issue resolution, product adoption, and customer success. The role requires strong technical acumen, structured problem-solving, and effective cross-functional collaboration with Product, Engineering, and Analytics teams. Key Responsibilities Ø Provide accurate, timely responses to clients by diagnosing issues and guiding them through corrective steps. Ø Deliver services and resolve incidents/problems in adherence to SLAs and service agreements. Ø Develop deep, hands-on expertise in Neewee products and their customer use cases. Ø Diagnose complex software issues; collaborate with Product and Engineering for root-cause analysis and durable fixes. Ø Communicate clear, tailored solutions that resolve issues and increase product usage aligned to customer business goals. Ø Demonstrate persistence and ownership in the face of roadblocks; proactively engage the right stakeholders to drive closure with minimal oversight. Ø Take initiative to identify and fix issues before assignment; validate approaches via PoCs, tests, and external research. Ø Prioritize effectively; focus on impact and avoid distractions from low-value tasks. Ø Understand the business processes supported by the assigned pillar(s) and how support activities enable outcomes. Ø Partner with Product and Analytics to drive incidents and problems to closure, ensuring end-to-end accountability. Ø Identify risks and gaps in own work and across the team; surface them early with mitigation proposals. Ø Provide timely, constructive feedback to peers and managers to elevate team performance. Ø Clarify assumptions and requirements upfront to minimize rework. Ø Mentor and groom junior support engineers; contribute to a culture of continuous learning. Ø Seek feedback proactively and implement improvements to tools, processes, and customer interactions. Ø Understand how tasks fit into the broader project roadmap; flag requirement issues or ambiguities. Ø Build, maintain, and manage the Known Error Database (KEDB). Ø Continuously refine and improve the customer support process and playbooks. Ø Interact with multiple customers in a fast-scaling environment while maintaining quality and consistency. Qualifications Ø Bachelor’s degree in software engineering or a related field, or equivalent practical experience. Experience & Skills Ø 3+ years in enterprise software customer support. Ø 3+ years working with Incident/Problem Management tools (e.g., Freshdesk, ServiceNow, Jira, Azure—at least one). Ø Experience leading and upskilling support teams; effective interface between team and management. Ø Hands-on OS administration on Linux/Unix and Windows: memory/CPU checks, process management, logging, debugging, and scripting. Ø Scripting and database skills: Python/Shell scripting; PL/SQL; PostgreSQL/Oracle (at least one major RDBMS). Ø Demonstrate with examples where productivity improvement tools were used to enhance efficiency and support outcomes. Ø Experience with GCP log analysis, monitoring, and database usage. Soft Skills Ø Strong problem-solving and critical thinking abilities Ø Excellent written and verbal communication. Able to tailor messages to customers and stakeholders. Ø Proven ability to work collaboratively in cross-functional Agile teams Ø Highly organized, with an ability to manage multiple tasks and priorities Ø Self-driven and proactive in identifying issues and proposing solutions Ø Demonstrated attention to detail and a passion for delivering world-class customer support/service. Role Requirements Ø Flexible and adaptable to shift timings and follow monthly roaster. Ø Support Role follows 6 days’ work week. Nice to Have Ø Experience with SaaS products. Ø Startup experience. Ø Ability to read and understand Java code for debugging. Ø Knowledge of Kubernetes. Note: By applying to this position, you hereby consent to the collection, processing, and storage of your personal data by Neewee Analytics Pvt Ltd. for recruitment and related purposes, in accordance with the provisions of the Digital Personal Data Protection Act, 2023. Your information will be handled with strict confidentiality and used solely for evaluating your candidacy.
