Sr Technical Support Engineer-1

As a Technical Support Engineer at Momentive Software, your primary responsibility will be to act as a technical liaison between various stakeholders such as Business Stakeholders, Product Managers, Client Support, Client Success Managers, and Product Engineering. You will collaborate effectively to troubleshoot platform or integration issues and lead technical troubleshooting efforts for existing customers and vendors. Your role will involve diagnosing and resolving issues in Integration calls involving Java, JSON, XML, and HTML. Furthermore, you will be monitoring and troubleshooting third-party system integrations, prioritizing bugs, and identifying opportunities for enhancement. Additionally, you will manage escalations from Level 1 and Level 2 Client Support teams, prioritizing and resolving technical issues efficiently. You will also assist in the configuration and testing of SSO (Single Sign-On) and Web Hooks to ensure seamless authentication and data flow. It will be your responsibility to investigate and document issues that require escalation to the Product Engineering team and maintain open and proactive communication with Tier 1, Tier 2 teams, and clients regarding issue status and resolution timelines. Your role will also involve reviewing and troubleshooting error logs to diagnose and resolve customer-reported issues, reproducing customer-reported issues to identify root causes, and providing actionable solutions. Additionally, you will support testing of new product features to ensure functionality and stability. To qualify for this role, you should have 5-7 years of hands-on experience in technical customer support or engineering roles. You should possess proven experience supporting third-party APIs or external system integrations. Strong problem-solving skills and excellent communication skills are essential, along with a well-organized and analytical approach to troubleshooting and issue resolution. The flexibility to work in US Shift is required. In terms of technical expertise, you should be proficient in HTML, XML, and JSON for integration and API support. Knowledge of SQL for querying and troubleshooting data, familiarity with Java, React, and jQuery for analyzing error logs, and experience working with ticketing systems, engineers, and client operations teams are also crucial. Direct experience supporting third-party authentication services and web services integrations will be beneficial. Preferred experience includes familiarity with Association Management Systems (AMS), Learning Management Systems (LMS), or CRM APIs. Momentive Software is a company that amplifies the impact of purpose-driven organizations across the globe. Our cloud-based software and services serve mission-driven organizations and associations, helping them engage with their communities, simplify operations, and grow revenue. We are a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. If you are looking for a place where your work matters, your ideas are valued, and you can drive meaningful change, Momentive Software is the place for you. In addition to a purpose-driven culture, we offer planned Paid Time Off, Work-Life Balance, opportunities for Community Involvement, Company Paid Parental Leave, Group Mediclaim Policy, Earned Leave, Casual Leave, and Company Holidays as per policy. All candidates must verify their identity, be minimum age of 18, eligible to work in India without sponsorship, and complete the required employment eligibility verification form upon hire.,