Job Description – Senior Technical Support Engineer (L2/L3)

Position

Senior Technical Support Engineer (L2/L3)

Experience

4–7 Years

Shift

24x7 rotational support (including NAM and APAC shifts; weekend support as required)

Role Summary

We are looking for a customer-focused Senior Technical Support Engineer to join our high-performing support team. The role involves providing advanced technical support, troubleshooting complex application and platform issues, collaborating with Engineering, Product, and Vendor teams, and ensuring exceptional customer experience while meeting defined service levels.

Key Responsibilities

• Provide advanced technical support to customers through phone, email, and ticketing systems.

• Troubleshoot and resolve complex issues related to enterprise applications, SaaS platforms, APIs, and integrations.

• Perform root cause analysis and collaborate with Engineering teams to resolve product defects.

• Handle technical escalations and drive issues to resolution within SLA/SLO targets.

• Support cloud-based applications and enterprise software solutions.

• Coordinate with Product, Engineering, Vendors, and Customer Success teams for timely issue resolution.

• Create and maintain knowledge articles, technical documentation, FAQs, and runbooks.

• Monitor support trends and recommend process and product improvements.

• Maintain accurate case documentation and status updates in ticketing systems.

• Ensure proactive customer communication and provide regular progress updates.

• Participate in incident management activities and support critical production issues.

• Contribute to continuous service improvement initiatives.

Required Skills

• 4–7 years of experience in Technical Support, Application Support, or Customer Support Engineering.

• Strong troubleshooting and root cause analysis skills.

• Experience supporting enterprise applications and SaaS platforms.

• Strong understanding of APIs, web services, and application integrations.

• Excellent analytical and problem-solving abilities.

• Experience working with ticketing tools such as Zendesk or Jira

• Excellent verbal and written communication skills.

• Strong customer focus with the ability to manage multiple priorities.

• Ability to work independently and collaboratively in a fast-paced environment.

• Willingness to work in a 24x7 rotational support model, including weekends when required.

Technology Stack

• Cloud Platforms: Microsoft Azure, AWS (Preferred)

• APIs & Web Technologies: REST APIs, JSON, OAuth, Web Services, Postman

• Networking: DNS, HTTP, HTTPS (SSL), FTP, TCP/IP

• Databases: Basic SQL and relational database concepts for troubleshooting (MySQL, Microsoft SQL Server, PostgreSQL)

• Ticketing & ITSM Tools: Zendesk (Mandatory), Jira, ServiceNow, Confluence

• Enterprise Applications: Microsoft 365, Adobe Admin Console, SaaS Applications

• Monitoring & Diagnostics: Application Logs, Event Viewer, Cloud Monitoring and Diagnostic Tools

• Support Methodologies: ITIL, Incident Management, Problem Management, Change Management, Root Cause Analysis (RCA)

Key Skills

• Advanced troubleshooting and root cause analysis

• Enterprise application and SaaS platform support

• Technical incident and problem management

• API troubleshooting and integration support

• Customer issue resolution and escalation management

• Strong analytical and critical thinking skills

• Excellent verbal and written communication

• Customer-focused approach with strong stakeholder management

• SLA/SLO adherence and service delivery excellence

• Ability to prioritize multiple issues in a fast-paced environment

• Cross-functional collaboration with Engineering, Product, and Vendor teams

• Technical documentation and knowledge base management

• Attention to detail and strong organizational skills

• Continuous learning mindset with adaptability to new technologies

• Ability to work independently and collaboratively in a 24x7 support environment

Optional Skills

• ITIL Foundation Certification

• Microsoft Azure Fundamentals (AZ-900) or AWS Cloud Practitioner certification

• Experience supporting enterprise SaaS applications

• Exposure to cloud infrastructure and services (Azure, AWS, GCP)

• Familiarity with Docker and Kubernetes

• Experience with JIRA, Confluence, and other ITSM/knowledge management tools

• Experience supporting Microsoft 365 or Adobe Admin Console

• Knowledge of monitoring and observability tools for application health and performance

Educational Qualification

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

• Relevant technical certifications are an added advantage.

Key Competencies

• Customer-first mindset

• Ownership and accountability

• Strong analytical and problem-solving skills

• Effective communication and stakeholder management

• Attention to detail

• Team collaboration and cross-functional coordination

• Ability to work under pressure and manage multiple priorities

• Adaptability in a dynamic and fast-paced environment

• Continuous learning and improvement

Working Model

• 24x7 rotational support

• NAM and APAC shift coverage

• Weekend and holiday support on a rotational basis

• Hybrid/Remote/Office (as per business requirements)