Technical Support Engineer (Night Shift)
Pune, IndiaFull-TimeMid-levelSupport / Customer Success
Responsibility
- Advanced Troubleshooting: Own and resolve the moderate-to-complex customer issues, including performance problems, data corruption, and advanced API/integration failures.
- Mentorship: Provide informal guidance, ticket reviews, and shadow sessions for junior staff to help build their technical skills.
- Process Improvement: Identify and help implement support process improvements (e.g., new macros, streamlined escalation paths, new reporting).
- Cross-Functional Liaison: Collaborate directly with Engineering, Product, and Customer Success teams on bug prioritisation and customer communication strategies for escalated issues.
- Incident Management: Lead technical troubleshooting on high-priority incident calls with customers.
- Escalation Handling: Act as the first point of technical escalation for Intern & Associate engineers, resolving complex issues without needing to engage Engineering.
Nice to have
- 2-4+ years of experience in technical support, with a proven track record of handling complex issues.
- Advanced expertise in the product's technical stack (e.g., advanced SQL optimisation, light scripting, deep API debugging).
- Proven experience in handling customer escalations and de-escalating tense situations.
- Experience in mentoring or informally training junior team members.
- Strong project management skills and the ability to lead initiatives.
