Sr. Technical Support Engineer (Night Shift)
Pune, IndiaFull-TimeMid-levelSupport / Customer Success
Skills
Responsibilities
- Novel Problem Resolution: Investigate and resolve novel, ambiguous, and system-wide issues that have no existing solution (e.g., multi-tenant platform bugs, obscure performance degradation, complex integration failures).
- Cross-Functional Leadership: Lead cross-functional “tiger teams” (involving Support, Engineering, PSE, SRE) to resolve critical, high-impact customer incidents.
- Formal Training: Design, document, and deliver formal technical training programs and certification materials for the entire global support team.
- Proactive Analysis: Proactively analyze product architecture and support data to identify and advocate for long-term solutions, preventing entire classes of problems.
- Liaison to Engineering: Represent the entire support organization in product roadmap, architectural review, acting as the “voice of the customer” and “voice of support.”
- Identify and submit 3 strategic product/platform improvements based on root cause analysis, with at least 1 being accepted onto the official product roadmap.
- Set the technical standard for the entire support organization - 90%+ of tickets (PBLOGs, CETRIs, PSEs) to be high quality - clear & complete details of analysis, troubleshooting, facts, steps taken so far.
- Ideate, develop, and roll out new diagnostic tools and troubleshooting guides.
- Act as the primary technical lead for 100% of P0 (highest-level) incidents, driving resolution and authoring the official RCA.
- Decrease the average resolution time for P0 incidents by 25%.
- Lead 100% of weekly/bi-weekly/monthly status calls with Customers.
About You
- 5-7+ years of experience in technical support, DevOps, or software engineering.
- Expert-level knowledge of the product's architecture, database structure, and underlying technologies (e.g., cloud platforms, containerization).
- Experience with code-level debugging (e.g., reading stack traces, writing scripts to test or fix issues).
- Proven ability to lead complex, cross-functional projects from inception to completion.
- Exceptional communication and influence skills, with the ability to present technical concepts to senior leadership.
