Customer Support Engineer - II
Pune, MaharashtraFull-TimeMid-levelSupport / Customer Success
Key Responsibilities
- Operational Support and Issue Ownership
- Respond rapidly to customer queries and drive issues to resolution.
- Provide timely workarounds and temporary solutions to customers for known issues, ensuring minimal disruption while long-term fixes are being implemented.
- Own support tickets end-to-end, ensuring SLA compliance and serving as an escalation point.
- Work cross-functionally with Product, Engineering, QE, and DevOps to eliminate systemic issues and reduce ticket volume.
- Work independently with strong planning and task management skills.
- Use data analysis to make actionable, data-driven recommendations.
- Technical Investigation, Diagnostics, and Root Cause Analysis
- Diagnose, reproduce, and debug complex issues across backend services, APIs, data flows, UI behavior, and AI-driven components.
- Capture and analyze browser logs, HAR files, network traces, and client-side errors using modern observability tools.
- Analyze AI-driven decision paths, validate model outputs, and identify anomaly or drift patterns.
- Troubleshoot integrations with external systems, authentication flows, and third-party platforms.
- Leverage tools such as Zipy, DataDog, SumoLogic, FullStory, Mixpanel, and Metabase for deep diagnostics.
- Identify, diagnose, and surface real-world failure modes in AI workflows, partnering with Product and Engineering to address root causes and deliver more resilient, trustworthy AI experiences.
- Provide configuration guidance and technical solutions to resolve customer issues across environments.
- Perform structured impact and severity analysis before escalating to Engineering.
- Establish repeatable auditing frameworks to bring consistency to investigations.
- Knowledge Building, Documentation and Enablement
- Build and maintain high-quality runbooks, playbooks, troubleshooting guides, and diagnostic frameworks to reduce repeat incidents and improve response speed.
- Convert solved issues into product and documentation improvements for L1, customers, Product, and Engineering.
- Drive internal knowledge sharing by conducting deep dive sessions and post-incident walkthroughs.
- Communicate solutions clearly to customers and internal teams, translating complex root causes into simple explanations.
- Scripting, Tooling, and Automation
- Write scripts (Bash/Python/SQL) to automate log extraction, data analysis, replication of issues, and health checks.
- Create lightweight internal utilities to accelerate diagnostics and reduce manual investigation time.
- Contribute to building support automation pipelines and AI-assisted troubleshooting tools.
Requirements
- Experience and Background:
- 1-3 years L2 technical support experience in enterprise SaaS platforms/products (AWS Cloud preferred) in a customer-facing role.
- Proven track record handling technical issues in production environments, supporting distributed systems.
- Experience in supporting a multi-tenant SaaS product or platform; familiarity with multi‑tenant architecture, Integrations and configuration management.
- Troubleshooting AI-powered Product features
- Hands-on experience troubleshooting AI-powered features. Able to distinguish model issues from data, configuration, or system-level failures with precision.
- Knowledge of Authentication, Authorization, and Enterprise Integrations
- SSO protocols (SAML, OAuth 2.0, OpenID Connect).
- Identity and Access Management (IAM) frameworks.
- Multi-Factor Authentication (MFA) and Role-Based Access Control (RBAC)
- Just-in-time (JIT) provisioning and SCIM (System for Cross-domain Identity Management).
- Backend and Systems skills:
- Strong understanding of database concepts; proficient in SQL for querying, analysis, and data validation. Experience with relational and NoSQL systems (e.g., PostgreSQL, MySQL) and ability to debug data inconsistencies and performance issues, and hands-on experience in Snowflake.
- Experience querying and analyzing logs, identifying patterns (tools like Datadog, Loki, Sumologic, Splunk, Grafana).
- Proficient in debugging modern web applications across backend (GoLang/Python) and API layers (REST, GraphQL; gRPC).
- Familiarity with AWS services, including Lambda, CloudWatch, S3 as well as experience with Kafka, Kubernetes, and Snowflake.
- Frontend and client-side skills:
- Proficient in debugging React applications.
- Capture and analyze client logs (HAR files, network waterfalls, browser dev tools, net-export, wireshark).
- Experience with monitoring tools (Zipy, Fullstory) and BI/analytics tools (Mixpanel, Metabase).
- Customer Relationship and Soft Skills:
- Strong written, verbal communication skills and empathy when interacting with customers.
- Ability to build and maintain trusted relationships with customers and internal teams.
- Maintains a calm and methodical approach in high-pressure situations.
- Proactive, detail-oriented, thrives in ambiguity, adapts quickly to changing priorities, and manages multiple concurrent issues in a fast-paced environment.
- Analyzes and prioritizes issues based on SLAs and customer impact.
Good to have:
- Familiarity with prompt engineering (helpful for L2 support on AI-powered products).
- Understanding of building or configuring AI agents, including workflows, task automation, and basic agent behavior troubleshooting.
- Experience in Mobile App troubleshooting on Android and iOS.
