What will your role look like

• Act as a Senior Technical Support Engineer providing expert-level technical assistance to customers via phone and email.
• Troubleshoot and resolve complex issues across software applications, APIs, integrations, infrastructure, cloud, and hardware environments.
• Reproduce issues, perform root cause analysis, and collaborate closely with Engineering and Product teams on bug fixes and feature enhancements.
• Lead or participate in incident management and on-call rotations for critical production issues.
• Serve as a customer advocate by triaging issues to internal teams and third-party vendors, ensuring resolution within defined SLOs.
• Support resellers by staying current with platform features and acting as a subject matter expert for diagnostics and issue resolution.
• Identify recurring support trends and contribute to long-term product and process improvements.
• Maintain accurate case records and status updates in ticketing systems.
• Create and maintain technical documentation, runbooks, and FAQs.
• Work closely with cross-functional teams and vendors to ensure timely issue resolution.

Why you will love this role

• Opportunity to work on complex, real-world technical challenges across modern SaaS, cloud, and API-driven platforms.
• High-impact role where your expertise directly influences customer success and product improvement.
• Strong collaboration with Engineering, Product, and Customer-facing teams.
• Continuous learning environment with exposure to new technologies and evolving systems.
• A fast-paced, customer-first culture that values ownership, accountability, and technical excellence.
• Ability to make a meaningful difference by improving both customer experience and internal processes.

We would like you to bring along

• 4–7+ years of experience in technical support, solutions engineering, or a similar customer-facing technical role.
• Strong hands-on experience with SaaS platforms, APIs, databases, and scripting (Python, Shell).
• Experience working with cloud services such as AWS and Azure.
• Solid understanding of web technologies, integrations, and system architecture.
• Experience with ticketing systems (e.g., Zendesk, Jira) and knowledge base tools.
• Strong troubleshooting, analytical, and problem-solving skills with the ability to communicate clearly under pressure.
• Excellent verbal and written communication skills with a strong customer-first mindset.
• Ability to prioritize effectively, manage customer expectations, and execute efficiently in a fast-paced environment.
• Willingness to work flexible hours, including some weekends, to support a 24x7 business.

Good-to-have skills

• Experience working with web servers and databases such as Apache, IIS, MySQL, MSSQL, and PostgreSQL.
• Knowledge of application protocols including DNS, HTTP, HTTPS (SSL), and FTP.
• Basic experience working in Linux environments.
• Familiarity with API and web service technologies such as REST, JSON, and OAuth.
• Prior experience supporting resellers or working with third-party vendors.
• Exposure to incident management, on-call rotations, or SRE/DevOps practices.
• Secondary degree or relevant technical certifications.