Sr. Technical Support Engineer
IndiaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- Several years
- Required Skills
- DocumentationTroubleshootingTechnical supportSaaS
Requirements
- Several years of experience in technical support, customer engineering, or similar roles in enterprise environments
- Strong troubleshooting skills with the ability to analyze logs, configurations, and system issues end-to-end
- Experience working with cloud, network security, or SaaS-based platforms
- Ability to manage escalations, prioritize workload, and operate effectively in SLA-driven environments
- Strong communication skills and ability to explain technical issues clearly to customers and internal teams
- Experience mentoring or supporting junior engineers
- Familiarity with documentation, knowledge base creation, and support tooling
Responsibilities
- Handle and resolve customer support cases in line with SLA commitments, ensuring urgency based on severity and impact
- Troubleshoot complex technical issues by analyzing logs, configurations, and system behavior
- Reproduce and diagnose reported problems using structured investigative approaches and internal knowledge resources
- Act as a subject matter expert, providing guidance and mentorship to other support engineers
- Recommend best-practice solutions and ensure end-to-end resolution or appropriate escalation when required
- Maintain detailed case documentation and ensure accurate tracking of customer interactions and resolutions
- Participate in knowledge sharing, technical reviews, and continuous improvement of support processes and documentation
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