Senior Support Engineer
New
J
JobgetherAssessment technology
Based in India, Support coverage: 1:00 PM–10:00 PM or 4:00 PM–1:00 AM IST, depending on business needs and assigned hours.Full-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Excellent written and verbal English communication skills
- Experience
- 7–10 years of experience in technical customer support, application support, production support, customer engineering, or a comparable technical role
- Required Skills
- SQLGrafanaRESTful APIsJSONZendeskDatadog
Requirements
- Hold a bachelor's degree in Computer Science, Engineering, Information Technology, or a related field, or have equivalent practical experience.
- Have 7–10 years of experience in technical customer support, application support, production support, customer engineering, or a comparable technical role.
- Bring strong analytical and diagnostic skills to independently investigate complex issues and identify root causes.
- Understand web applications, application architecture, HTTP/HTTPS, networking fundamentals, and browser-side and client-side troubleshooting.
- Have practical knowledge of relational databases and SQL, including queries, joins, filtering, and investigating data inconsistencies.
- Understand REST APIs and API troubleshooting, including HTTP methods and status codes, payloads, headers, authentication, authorization, and JSON.
- Have experience with monitoring, logging, and observability platforms such as Grafana, Datadog, Splunk, or AppSignal, or similar tools.
- Be familiar with ticketing and case-management platforms such as Zendesk or Jira Service Management, or equivalent tools.
- Have excellent written and verbal English communication skills and be able to explain technical concepts to technical and non-technical audiences.
- Be able to prioritize cases, work independently, collaborate across teams and time zones, and mentor junior support engineers.
- Postman or equivalent API testing tools, incident management, root-cause analysis, and technical documentation experience are preferred.
Responsibilities
- Provide technical assistance through email, chat, phone, and other support channels.
- Troubleshoot application and web platform issues, including account access, login difficulties, password resets, and product navigation.
- Investigate complex technical issues using application logs, API responses, database records, monitoring data, and observed system behavior.
- Manage technical cases from assessment through investigation, customer communication, resolution, and escalation.
- Escalate complex issues with documentation of evidence, troubleshooting steps, findings, reproduction instructions, and customer impact.
- Use REST API behavior, HTTP methods and status codes, payloads, headers, authentication, authorization, JSON, and SQL to investigate issues.
- Contribute to incident management, root-cause analysis, and post-incident documentation.
- Create and update knowledge-base articles, troubleshooting guides, technical documentation, and support runbooks.
- Share technical knowledge, mentor junior support engineers, and act as a technical escalation point.
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