Customer Support Engineer
New
India, US hours, on-call weekend support & holiday support on rotational basisFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- PythonSQLJava.NETRESTful APIsDatabricksLangChain
Requirements
- 3+ years of experience in L3 support level
- Strong programming languages knowledge in Java, Python, and .NET with hands-on debugging experience
- Ability to analyze and derive insights from complex logs and architecture
- Solid understanding of REST APIs, integrations and related issue resolution
- Knowledge of LLMs and AI frameworks such as LangChain, LangGraph, LangSmith, OpenAI, and Databricks
- Strong proficiency in SQL and database concepts
- Experience with support tools (Freshdesk, Zendesk, etc.)
- Excellent analytical, problem-solving, and communication skills
- Ability to work in a fast-paced environment with flexible/rotational hours
Responsibilities
- Handle all requests through email, chats, phone and workflow tool in line with Service Level Agreements
- Own and resolve L3-level technical issues, including debugging, root cause analysis, and minor code fixes (Java, Python, .NET)
- Record, track and document the Customer Support request problem-solving process
- Work closely with Engineering, Data, Product, and module owners to drive issue resolution and bug fixes
- Drive AI Agent implementation and deployment, ensuring data readiness and resolving issues
- Troubleshoot and resolve REST API issues and analyze complex system logs
- Coordinate product testing during product upgrades and releases
- Help develop knowledge base articles for team and end users
- Provide periodic reports and present analysis on status and root cause of requests
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