This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Technical Support Engineer in India.
We are seeking an experienced Senior Technical Support Engineer to provide advanced technical assistance for enterprise software solutions. In this role, you will troubleshoot complex issues, ensure smooth product adoption, and enhance the customer experience through proactive problem-solving. You will collaborate with cross-functional teams including Product, Engineering, and Customer Success to resolve technical challenges efficiently. The role involves working directly with enterprise clients, managing live troubleshooting sessions, and maintaining high-quality documentation. This position is ideal for someone with strong technical expertise, excellent communication skills, and a passion for improving software usability. You will contribute to process improvements, knowledge-sharing, and continuous learning in a dynamic, fast-paced environment.
Accountabilities
- Provide expert-level technical support for enterprise customers, handling complex troubleshooting post-implementation
- Triage, diagnose, and resolve customer-reported issues, functional queries, and integration problems
- Lead incident management for critical outages and coordinate resolution efforts with internal teams
- Collaborate with Product, Engineering, and Customer Success teams to ensure timely resolution of technical challenges
- Utilize debugging and log analysis tools to investigate system behaviors and provide detailed insights
- Maintain accurate documentation of support interactions, knowledge base contributions, and process improvements
- Identify recurring issues and contribute to proactive support strategies to enhance overall customer satisfaction
Requirements
- 3+ years of experience in technical support, directly interacting with customers and troubleshooting software applications
- Strong knowledge of database technologies such as SQL, MongoDB, or Oracle, including query writing and execution
- Familiarity with APIs, API debugging (Postman, cURL), and web scripting languages (JavaScript/NodeJS, HTML, CSS, C, C++, Java, Python)
- Experience supporting SSO, SAML, provisioning, user sync, HRIS, and other integrations
- Proficiency with log analysis tools (CloudWatch, Kibana, Splunk, etc.) and ticketing systems (Zendesk, JIRA, Salesforce Service Cloud)
- Excellent written and verbal communication skills, with the ability to support global enterprise clients effectively
- Customer-focused mindset, strong problem-solving abilities, and technical curiosity
- Willingness to work flexible hours, including night shifts, to support international customers
Benefits
- Competitive salary and performance-based incentives
- Fully remote work setup within India
- Flexible scheduling with potential night shift allowances
- Opportunities for professional growth and technical skill development
- Exposure to enterprise-level software support and global client interactions
- Access to internal knowledge bases, continuous learning, and process improvement initiatives
Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.
When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.🔍 Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.📊 It compares your profile to the job's core requirements and past success factors to determine your match score.🎯 Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.🧠 When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role.Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.Thank you for your interest!
