Senior Technical Support Engineer

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Skills you'll use

What you'll do

• Own and resolve complex Tier 2 technical support issues from investigation through resolution.
• Troubleshoot and debug customer issues by analyzing logs, API responses, system behavior, configurations, and other technical information.
• Investigate issues independently, identify root causes, and determine the appropriate path toward resolution.
• Reproduce customer issues in test or controlled environments when required.
• Manage technical escalations and ensure issues are properly prioritized, tracked, and driven to closure.
• Work closely with Engineering and Product teams to investigate bugs, identify root causes, and drive technical issues toward resolution.
• Communicate clearly with customers throughout the troubleshooting and resolution process, including explaining technical issues to both technical and non-technical stakeholders.
• Identify recurring issues and work with Engineering and Product teams to improve product quality and reduce repeat problems.
• Create and maintain troubleshooting documentation, knowledge-base articles, and internal support processes.
• Help improve support tools, processes, and troubleshooting playbooks as the team scales.

Who can apply

• Create and maintain troubleshooting documentation, knowledge-base articles, and internal support processes.
• Help improve support tools, processes, and troubleshooting playbooks as the team scales.
• 3–7 years of experience in technical customer support, technical support engineering, application support, or a similar role.
• Strong experience supporting B2B SaaS products.
• Excellent hands-on debugging and troubleshooting skills. This is the most critical requirement for the role.
• Experience investigating complex technical issues using logs, APIs, system behavior, configurations, and other diagnostic information.
• Strong understanding of REST APIs and integrations, with experience using tools such as Postman or similar.
• Experience with SQL and log analysis or equivalent technical debugging tools.

About JOSYS DIGITAL TECHNOLOGIES INDIA

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