W Energy

Support Engineer (Night Shift) - (Remote) Role & Responsibilities – Provide Level 3 support for our Stream+ platform. Diagnose, troubleshoot, and resolve production issues, ensuring swift resolution to minimize customer impact. Conduct root cause analysis (RCA) for recurring issues and implement permanent fixes. Maintain and troubleshoot MS SQL Server databases, ensuring data integrity, availability, and performance. Collaborate with Level 1 and Level 2 support teams to escalate and resolve issues efficiently. Document fixes, enhancements, and issue resolutions to facilitate knowledge sharing and future reference. Assist in the release of hotfixes or patches in coordination with the development team. Ensure compliance with Service Level Agreements (SLAs) for response times and issue resolution. Share feedback with product and engineering teams regarding product supportability and customer pain points. This role requires to work from 8:00 AM to 5:00 PM CST hours. Requirements & Qualifications – 5+ years of experience in a technical support role Strong proficiency in at least one programming language – Ruby, Golang, Python or Javascript. Solid knowledge of Microsoft SQL (MS SQL) for database maintenance and troubleshooting. Strong understanding of REST APIs and experience in troubleshooting API-related issues Experience with monitoring tools (e.g., Prometheus, Grafana, AWS CloudWatch) Proven experience in conducting root cause analysis (RCA) and resolving production issues. Familiarity with support tools (e.g., Jira) and processes for issue tracking and maintaining Service Level Agreements (SLAs). Excellent communication skills to effectively interact with customers and internal teams. Ability to work independently and resolve production issues in high-pressure environments. Previous experience in CST shifts or a support-oriented role is preferred. Show more Show less

Senior Technical Writer – SaaS Software Documentation Description W Energy Software is looking for a Senior Technical Writer for our enterprise SaaS platform. You'll own the full lifecycle of user documentation — from planning and prioritization to writing, publishing, and improving content delivery across multiple channels. This is not a junior content creation role. We need someone who can operate independently, initiate conversations with SMEs, organize large amounts of complex information, and help drive documentation maturity within the company. You’ll play a critical role in making our accounting and production software easier to learn, adopt, and use. You will enjoy working in a flexible environment where mutual respect is a key ingredient. The team is supportive, very talented and is always encouraged to communicate ideas with the executive team. You will be part of the Product team. Responsibilities Audit and transform legacy PDF documentation into clear, accessible online formats (e.g., knowledge bases, in-app help, interactive guides). Create and maintain high-quality user guides, help articles, release notes, and product tours that support both internal and external users. Own the full documentation process — including information gathering, prioritization, writing, editing, publishing, and continuous improvement. Collaborate with Product Managers, Engineers, Services, and QA to understand new features and workflows, and translate that into clear documentation. Establish and manage documentation infrastructure with scalable templates and processes. Champion best practices in information architecture, user assistance, and self-service documentation. Proactively identify documentation gaps and propose new content formats (interactive walkthroughs, tooltips, onboarding flows, etc.). Build deep product knowledge over time to become the go-to expert on user enablement content. Requirements Bachelor's degree in Technical Communication, English, Computer Science, Journalism, or a related field. 5–8 years of experience in technical writing for software/SaaS companies. Proven ability to own documentation in a solo capacity — from planning through publishing. Experience documenting complex, configurable systems (ERP, B2B SaaS, finance, logistics, energy, etc.). Strong skills in information architecture and structuring content for usability. Excellent written English and attention to detail. Ability to collaborate effectively across time zones and functions. Comfortable managing priorities with minimal supervision. Familiarity with Agile product development and tools like Jira, Confluence, or Git. Preferred Experience with interactive or embedded documentation (e.g., WalkMe, Tourial, Pendo). Exposure to API documentation or developer-facing content. Understanding of relational databases or SQL. Experience creating multimedia content (video, GIFs, walkthroughs). Domain knowledge in accounting, energy, or operations software. Working Hours Evening hours to overlap with U.S. Colleagues is required. Job Location: Remote (India) or Bangalore Show more Show less

Role & Responsibilities – Take responsibility for success of testing cycle and Quality of Products delivered to end customers. Raise defects and log RCAs. Bug triaging. Classification of bugs in buckets. Assigning severity. Providing sign off to builds. Expert in understanding business use cases and requirement and converting them to scenarios and test cases. Identify test requirements from business and functional specifications, map test case requirements and design test coverage plan including integration and system test scripts. Use SQL queries for data validation. Take ownership of and develop data tie-out testing plans. Requirements & Qualifications – The ideal candidate should have at least 5 years of experience in Business Analysis and Functional testing Technical background and extensive exposure to agile development methodologies required. Direct experience on testing data tie-outs in EDW environment is required. Ability to work cooperatively as a part of a global professional team that may be distributed across geographies and time zones. Excellent communication skills, with the ability to produce high-quality written documentation. Advanced knowledge of Excel is required. Good knowledge of Jira / Test Management (Zephyr) is required. Any experience with web service/API testing is a plus.