Sr Technical Support Engineer

Overview

Serve as a senior technical escalation point for customer support issues in a SaaS or Developer Tools environment, diagnosing complex problems and driving them through resolution. The role partners across Support, Engineering, R&D, Product, and Customer Success while improving technical support operations and customer outcomes.

What you'll do

• Serve as the primary technical escalation point for Tier 1 and Tier 2 support issues.
• Use diagnostic tools, system logs, and the Endor Labs codebase to identify root causes and deliver clear paths to resolution.
• Coordinate with Engineering and R&D teams to file, track, prioritize, and expedite resolutions for critical customer bug tickets and complex technical issues.
• Mentor Junior Engineers and the broader Technical Support team, driving technical depth and best practices.
• Manage customer escalations with empathy and urgency while balancing key enterprise accounts and self-service users.
• Partner with Product and Customer Success teams to identify customer-friction patterns and drive permanent product and process improvements.
• Deliver concise, timely, and professional customer updates through the support platform to technical users and executive stakeholders.
• Optimize support tooling and processes to maintain response quality and operational efficiency as the team scales.
• Help define and achieve support KPIs, including initial response times, resolution speed, and customer satisfaction (CSAT).
• Help build and maintain a 24x5 SLA for larger enterprise customers.

What you'll need

• 5+ years of experience in a customer-facing Tier 3, Escalation Support, or Customer Support Engineering role within a SaaS or Developer Tools environment.
• Strong technical background in understanding software development, with hands-on exposure to Go, JavaScript, or Python, or a proven track record as an engineer who learns new languages quickly.
• Proven troubleshooting skills, including the ability to dive into complex, unfamiliar codebases, analyze system logs, and debug API/infrastructure interactions.
• A structured problem-solving approach, with the ability to synthesize complex inputs from multiple sources and prioritize critical tasks under pressure.
• Outstanding written and verbal communication skills, with the ability to translate complex technical concepts into clear language for developers and executive leaders.
• An ownership mindset: proactive, resourceful, and ready to drive customer issues to resolution when working with incomplete information.
• A passion for Application Security (AppSec), open-source software, and developer workflows.

Nice to have

• Hands-on experience with source control management systems, including GitHub, GitLab, or Bitbucket, and CI/CD pipelines.
• Deep familiarity with cloud-native technologies, including Docker, Kubernetes, and major cloud providers such as AWS, GCP, and Azure.
• Active experience using AI-assisted development tools such as Cursor, Claude, and GitHub Copilot to accelerate technical diagnosis and resolution.

Details

• Location: Bengaluru, India.
• Help build and maintain a 24x5 SLA for larger enterprise customers.