Tech Support Engineer

Job Description

Link to Apply is at the bottom of the JD. Please read the requirements carefully before applying.About LimeChatWhy this role matters?Our Support team is the frontline of customer happiness and product reliability. As a founding Responsibilities Technical Support Engineer for our enterprise push, you’ll debug production issues, surface insights to Engineering, and help design processes that scale from dozens to hundreds of enterprise customers.ResponsibilitiesOwn incident triage: Reproduce, diagnose, and resolve customer‑reported issues across APIs, dashboards, and WhatsApp integrations.Deep‑dive with logs & queries: Use Kibana , Grafana , and SQL to trace requests, analyse data anomalies, and craft temporary workarounds.Ticket mastery: Drive the full lifecycle in Freshdesk (response ≤30 min) and JIRA (escalation ≤4 h) while keeping clients updated in clear, jargon‑free language.Build runbooks & dashboards: Document playbooks, SOPs, and health metrics so future team‑mates can hit the ground running.Champion SLAs: Proactively Monitor Alerts, Flag Risky Trends, And Collaborate With Infra & Product To Keep Uptime > 99.9 %.Close The Feedback Loop Distil recurring issues into actionable insights—informing roadmap, quality initiatives, and customer education.Must-haves1–3 yrs in B2B SaaS or API‑driven products as Tech Support / DevOps / SRE / QA.Proficiency in SQL (PostgreSQL/MySQL) and comfort reading backend code/logs.Hands‑on with Freshdesk (or Zendesk), JIRA , and observability stacks ( Kibana/ELK, Datadog, Grafana ).Confident troubleshooting HTTP, REST APIs, webhooks, authentication flows.Crisp written & verbal communication—able to translate tech speak into customer‑friendly updates.Shift‑left mindset: you think prevention > cure and automate to avoid repeat incidents.Nice‑to‑haveScripting in Python or JavaScript for quick log parsers / alert integrations.Exposure to Docker/Kubernetes and cloud services (AWS/GCP).Experience defining and reporting support KPIs (FRT, MTTR, CSAT).Familiarity with incident frameworks like ITIL / PagerDuty.Growth PathYear 1: Establish L1/L2 processes, automate key reports, become go‑to expert on customer data flows.Year 2+: Lead a support pod, influence reliability roadmap, or transition into SRE/Customer Success Engineering.Perks & BenefitsUnlimited PTO & sick leaveSubsidised fitness membershipFree lunch & snacksAnnual company retreatPet‑friendly office 🐾Apply HereDoes this role sound like a good fit? Apply hereChoose “Tech Support Engineer” in the Dropdown