Customer Support Engineer, Tier 2
New
J
JobgetherSaaS, Identity Management
India, 12:30 PM to 9:30 PM India Standard Time (IST), Monday through FridayFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 7+ years of experience in a technical, customer-facing Software-as-a-Service (SaaS) environment
- Required Skills
- SaaSNetworkingTechnical support
Requirements
- 7+ years of experience in a technical, customer-facing SaaS environment.
- 2–3+ years of experience handling mission-critical technical escalations.
- Deep expertise in Windows (Registry, PowerShell, Event Logging, Credential Manager).
- Strong Active Directory expertise (domain forests, GPOs, user management, Azure AD).
- Hands-on experience with diagnostic tools: Sysinternals, Wireshark, XPath, network traces, and memory dumps.
- Ability to isolate variables, reproduce edge cases, and validate hypotheses.
- Excellent written and verbal English communication skills.
- Proven experience communicating technical root causes to executive stakeholders.
- Ability to document complex technical workflows.
- Availability for shift: 12:30 PM to 9:30 PM IST, Monday through Friday.
- Availability for rotating weekend on-call coverage.
Responsibilities
- Serve as a senior technical point of contact for executive, VIP, and C-suite customers.
- Provide technical support via email, telephone, chat, and remote sessions for Windows and Active Directory integration issues.
- Manage high-priority support cases using evidence-based troubleshooting such as log analysis, XPath, Wireshark, and memory dumps.
- Reproduce customer issues in controlled environments to identify permanent solutions.
- Collaborate with Engineering, Product, and Customer Success teams to improve customer outcomes and internal practices.
- Maintain internal knowledge base content and diagnostic procedures.
- Participate in a rotating on-call schedule for weekend coverage.
- Mentor peers and contribute to team technical capabilities.
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