Senior Technical Support Engineer

Job Title: Senior Technical Support Engineer

Experience

4–7+ Years

Role Type

Full-time

Shift

Flexible / On-call support (24x7 business) Role Overview

We are seeking a Senior Technical Support Engineer to provide expert-level technical assistance across SaaS, cloud, and API-driven platforms. This is a customer-facing role requiring strong troubleshooting skills, ownership of critical incidents, and close collaboration with Engineering and Product teams to drive timely issue resolution and continuous product improvement. Key Responsibilities

• Provide advanced technical support to customers via phone and email for complex issues across applications, APIs, integrations, cloud infrastructure, and systems.
• Troubleshoot, reproduce, and perform root cause analysis for production issues.
• Collaborate closely with Engineering and Product teams on bug fixes, enhancements, and escalations.
• Participate in incident management and on-call rotations for critical production systems.
• Act as a customer advocate, triaging issues to internal teams and third-party vendors while ensuring resolution within defined SLOs.
• Support resellers by serving as a subject matter expert on platform features and diagnostics.
• Identify recurring support patterns and contribute to long-term product and process improvements.
• Maintain accurate case documentation and status updates in ticketing systems.
• Create and maintain technical documentation, runbooks, and FAQs.
• Work cross-functionally to ensure high-quality and timely customer support outcomes.

Required Skills & Qualifications

• 4–7+ years of experience in technical support, solutions engineering, or customer-facing technical roles.
• Strong hands-on experience with SaaS platforms, APIs, and integrations.
• Proficiency in Python, Shell/Bash scripting for troubleshooting and automation.
• Experience working with cloud platforms (AWS, Azure).
• Solid understanding of web technologies, system architecture, and distributed systems.
• Experience using ticketing tools such as Zendesk or Jira.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Excellent verbal and written communication skills with a customer-first mindset.
• Ability to manage priorities and customer expectations in a fast-paced environment.
• Willingness to work flexible schedules, including weekends, as part of on-call rotations.

Good-to-Have Skills

• Experience with web servers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL).
• Knowledge of networking and application protocols (DNS, HTTP, HTTPS/SSL, FTP).
• Hands-on experience in Linux environments.
• Familiarity with REST APIs, JSON, OAuth, and web services.
• Prior experience supporting resellers or working with third-party vendors.
• Exposure to incident management, SRE, or DevOps practices.
• Relevant certifications or a technical degree.