Customer Support Engineer
New
India, US shift hours (starting 6:30pm IST)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- Minimum 2 years
- Required Skills
- PythonSQLJavascriptRubyRESTful APIsTechnical supportDebugging
Requirements
- Minimum 2 years of experience in technical support, software support, or customer-facing engineering roles
- Strong understanding of APIs, SDKs, web applications, and system architecture
- Hands-on experience with at least one programming language such as Python, Ruby, or JavaScript
- Solid knowledge of SQL databases and ability to analyze system logs
- Strong problem-solving, analytical thinking, and debugging skills
- Excellent communication skills with fluency in spoken and written English
- Ability to prioritize tasks and work under tight deadlines
- Customer-first mindset with strong stakeholder management skills
- Experience writing technical documentation or knowledge base content
- Willingness to work US shift hours (starting 6:30pm IST) and some public holidays
Responsibilities
- Develop deep expertise in AI-driven identity verification and biometrics solutions
- Investigate, troubleshoot, and resolve technical issues involving APIs, SDKs, web applications, and system logs
- Assess support requests, prioritize based on impact, and define resolution strategies
- Collaborate with engineering, product, and support teams to debug and fix incidents
- Communicate clearly and empathetically with customers
- Identify trends and contribute insights to improve product stability
- Build scripts and internal tools to enhance support efficiency
- Maintain and improve knowledge base articles and documentation
- Participate in a 24x7 global support rotation, including holidays and US shift coverage
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