Senior Technical Support Engineer

Overview

DBSync is seeking a Senior Support Engineer to provide L2/L3 technical support for its Cloud Replication software and manage enterprise customers across the USA.

What you'll do

• Provide L2/L3 technical support for DBSYNC Cloud Replication and enterprise data integration solutions.
• Manage enterprise customer relationships, troubleshoot technical issues, and ensure timely resolution of support cases.
• Diagnose and resolve database connectivity, data synchronization, replication failures, performance, and integration issues.
• Support databases, CRM platforms, ERP applications, and related enterprise systems.
• Troubleshoot deployments across cloud-hosted, self-hosted, and on-premises environments.
• Collaborate with engineering, product, and implementation teams to resolve complex technical issues.
• Monitor replication jobs, logs, data flows, and system performance to identify root causes.
• Maintain technical documentation, knowledge-base articles, and customer-facing troubleshooting guides.
• Proactively communicate incident updates, resolution plans, and recommendations to enterprise clients.
• Coordinate with internal teams as needed.

What you'll need

• 5+ years of experience in technical support, software support, enterprise applications, or data integration.
• Strong hands-on knowledge of SQL, relational databases, database connectivity, and troubleshooting.
• Experience with CRM and ERP systems such as Salesforce, Microsoft Dynamics 365, Microsoft Dynamics 365 Business Central, or similar platforms.
• Understanding of data replication, synchronization, ETL/ELT, APIs, and integration concepts.
• Practical knowledge of cloud hosting platforms and on-premises infrastructure.
• Experience managing enterprise customers, escalations, SLAs, and critical production issues.
• Excellent communication, analytical, problem-solving, and customer management skills.
• Ability to work independently from India while supporting US enterprise customers during US Central Time business hours.

Nice to have

• Experience with SQL Server, PostgreSQL, MySQL, Oracle, or other relational databases.
• Familiarity with AWS, Microsoft Azure, or other cloud infrastructure.
• Knowledge of REST APIs, authentication, networking, firewalls, and connectivity troubleshooting.
• Experience with monitoring, incident management, ticketing systems, and remote troubleshooting.
• Previous experience supporting SaaS products or enterprise data replication solutions.

Details

• Location: Bangalore (Remote).
• Work shift: US shift (6:30 PM IST to 3:30 AM IST), working 8:00 AM–5:00 PM US Central Time.