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SaaS Customer Support Engineer - techvedika
Software Engineer
Provide technical support for SaaS AI‑driven products, resolve customer issues, and collaborate with engineering teams using Python, REST APIs, SQL and AWS cloud services.
About the role
Key Responsibilities
- Act as the first line of technical support for SaaS AI solutions, diagnosing and resolving customer incidents promptly.
- Investigate, reproduce, and troubleshoot issues across cloud (AWS) and on‑premise environments, using logs, monitoring tools, and SQL queries.
- Develop and maintain Python scripts and API integrations to automate repetitive support tasks and improve response times.
- Collaborate with product, engineering, and data science teams to communicate bugs, suggest enhancements, and verify fixes.
- Document support processes, create knowledge‑base articles, and provide guidance to customers on best practices for deployment and usage.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent practical experience.
- 2+ years of hands‑on experience in SaaS technical support or customer success roles.
- Proficiency in Python programming and working with RESTful APIs.
- Solid understanding of AWS services (EC2, S3, RDS, Lambda) and SQL databases.
- Strong analytical, communication, and problem‑solving skills with a customer‑centric mindset.