This position is posted by Jobgether on behalf of a partner company. We are currently looking for a
Support Engineer III
in
India
.We are seeking an experienced technical professional to serve as a senior-level support engineer, specializing in Conversational AI platforms. In this role, you will act as the Tier 3 Subject Matter Expert (SME), resolving complex technical issues, collaborating with global teams, and mentoring colleagues. You will work across SaaS/cloud infrastructure, code, and database systems to ensure end-to-end platform reliability. This position offers a high-impact, fast-paced environment where your technical expertise directly contributes to customer satisfaction, product improvement, and operational excellence. You will work primarily during US hours, liaising with customers, product teams, and R&D to drive systemic improvements and maintain SLA compliance.
Accountabilities
- Serve as the senior technical focal point for escalated customer issues and complex platform problems.
- Own and resolve assigned cases, ensuring timely resolution within established SLAs.
- Collaborate with customers, Product Management, R&D, and cross-functional teams to troubleshoot and resolve platform challenges.
- Act as a Subject Matter Expert, building internal knowledge and developing troubleshooting tools and methodologies.
- Analyze recurring issues and propose process improvements to enhance support and operational efficiency.
- Mentor and train global team members to improve performance and knowledge sharing.
- Participate in on-call rotations, 24/7 incident management, and occasional travel as needed.
Requirements
- 5–7 years of relevant experience in technical support or platform engineering roles.
- Strong proficiency with SQL, and the ability to read and understand Java, JavaScript, and HTML code.
- Experience troubleshooting complex SaaS/cloud infrastructure, backend systems, and web technologies.
- Knowledge of network protocols, security principles, and event processing or analytics technologies.
- Familiarity with monitoring and logging tools such as Grafana, Graphite, Kibana, or Splunk.
- Excellent verbal and written communication skills in English, with experience engaging enterprise customers.
- Resilience and ability to thrive in a high-pressure, fast-paced environment with tight timelines.
- Strong collaboration and interpersonal skills, capable of motivating cross-functional teams.
- Self-directed learner with the ability to acquire new technical skills and initiatives independently.
- Bachelor’s degree in Information Technology, Computer Science, Engineering, or Mathematics is advantageous.
Benefits
- Paid time off: 15 days including casual and sick leave.
- Comprehensive medical insurance covering employee, spouse, children, and parents/in-laws.
- Group personal accident and term life insurance, 3x annual gross salary.
- Volunteering days for community engagement.
- Employee Stock Participation Program (ESPP) with discounted company shares.
- Professional development support, including stipends and learning programs.
- Opportunity to work remotely with a flexible schedule and participate in global team 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 three 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!By submitting an application to this posting, the applicant acknowledges that Jobgether will process their personal data as necessary to evaluate their candidacy, provide feedback, and, when appropriate, share relevant information with potential employers. Such processing is carried out on the basis of legitimate interest and pre-contractual measures in accordance with applicable data protection laws. The applicant may exercise their rights of access, rectification, erasure, and objection at any time as provided under the GDPR.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
