Senior Technical Support Engineer

Overview

Senior Technical Support Engineer for B2B customers, focused on hands-on debugging, troubleshooting, and resolving complex technical issues. Works with customers and collaborates with engineering and product teams to investigate escalations and drive issues to resolution.

What you'll do

• Own and resolve complex Tier 2 technical support issues from investigation through resolution.
• Troubleshoot issues by analyzing logs, API responses, system behavior, and configurations.
• Investigate independently to identify root causes and determine resolution paths.
• Reproduce customer issues in test or controlled environments when required.
• Manage technical escalations with prioritization, tracking, and driving to closure.
• Collaborate with Engineering and Product to investigate bugs and root causes.
• Communicate clearly with customers during troubleshooting and resolution, explaining to technical and non-technical stakeholders.
• Create and maintain troubleshooting documentation and internal support processes.

What you'll need

• 3–7 years of experience in technical customer support, technical support engineering, application support, or similar.
• Strong hands-on debugging and troubleshooting skills.
• Experience investigating complex issues using logs, APIs, system behavior, and configurations.
• Strong understanding of REST APIs and integrations, including tools such as Postman.
• Experience with SQL and log analysis or equivalent technical debugging tools.
• Experience working with authentication/SSO/SAML/SCIM/OAuth or identity-related technologies (highly valuable).
• Strong customer communication skills for technical and non-technical audiences.

Details

• Location: Bengaluru.
• Work mode: Hybrid.