About the Role
We are seeking a highly motivated Technical Support Engineer to provide world-class technical support for enterprise software products. The ideal candidate will possess strong troubleshooting skills, excellent communication abilities, and experience working directly with global customers to resolve complex technical issues.
You will collaborate with Engineering, Product Management, and Customer Success teams to investigate, diagnose, and resolve customer-reported issues while ensuring a high level of customer satisfaction.
Key Responsibilities
- Provide technical support for enterprise software applications.
- Troubleshoot complex product, application, and infrastructure-related issues.
- Analyze application logs, system logs, and error reports to identify root causes.
- Investigate issues involving Linux, databases, networking, APIs, and cloud environments.
- Work closely with Engineering teams to reproduce issues and validate fixes.
- Manage incidents and service requests through ticketing systems while meeting SLA commitments.
- Perform root cause analysis (RCA) and document solutions in the knowledge base.
- Communicate effectively with customers through email, phone, and web meetings.
- Handle customer escalations professionally and provide regular status updates.
- Participate in shift rotations and support global customers across multiple time zones.
Required Skills
- 5–10 years of experience in Technical Support, Product Support, or Application Support.
- Experience supporting enterprise software products in a customer-facing environment.
- Strong Linux troubleshooting skills.
- Working knowledge of SQL/Oracle databases and ability to write basic SQL queries.
- Understanding of REST APIs, JSON, and API troubleshooting.
- Experience working with application and server logs.
- Exposure to cloud platforms such as AWS, Azure, or GCP.
- Familiarity with networking fundamentals (HTTP/HTTPS, DNS, TCP/IP, SSL).
- Experience with ticketing tools such as ServiceNow, Jira, Zendesk, or similar.
- Knowledge of scripting languages such as Shell, Python, or PowerShell is an added advantage.
- Excellent analytical, troubleshooting, and problem-solving skills.
- Strong verbal and written communication skills with experience supporting global customers.
Preferred Qualifications
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Experience working in a SaaS or enterprise product company.
- Familiarity with ITIL processes and incident management.
- Exposure to monitoring and logging tools is an advantage.
Success Profile