Summary
We are looking for skilled Technical Support Engineer with strong product support experience to manage and resolve complex customer issues. This role requires hands-on troubleshooting across applications, APIs, networking, and systems, along with the ability to communicate effectively with global customers.
This is a customer-facing, technical product support role focused on deep problem-solving, root cause analysis, and collaboration with engineering teams.
Key Responsibilities
- Own and resolve technical product issues reported by customers end-to-end.
- Analyse production issues, identify root causes, and provide effective solutions or workarounds.
- Assist customers with product configuration, troubleshooting, performance, and scalability guidance.
- Perform in-depth investigation using logs, system data, and API analysis.
- Collaborate with Engineering, DevOps, and internal teams to reproduce issues, track defects, and validate fixes.
- Communicate technical findings clearly to customers in a structured and professional manner.
- Manage production support activities independently with minimal supervision.
Requirements:
- Bachelor's degree in Information Technology, Computer Science or any related field.
- Minimum 2+ years of experience working with international customers (North America / Europe).
- Able to read, write, and speak English fluently.
- Minimum 2+ years of experience in product support for enterprise applications (SaaS, IAM, etc.), with strong problem-solving and analytical skills.
- Strong ability to explain technical concepts in simple, customer-friendly language.
- Confident in leading and participating in customer calls independently.
- Structured communication approach (problem → analysis → solution).
- Excellent written communication skills (emails, documentation).
- Proven experience handling customer queries independently.
- Strong understanding of customer expectations, ownership, and timelines.
- Strong analytical and problem-solving skills.
- Ability to work independently in live/production environments.
- Experience in API debugging and technical issue investigation.
Desired Technical Skills
- Networking - Basic understanding of TCP/TLS, DNS, common ports, and load balancers with hands-on use of Linux networking tools.
- SaaS / Cloud - Experience with AWS, Azure, or GCP, and familiarity with monitoring tools like ELK or Grafana.
- API & Web Troubleshooting - Hands-on with REST APIs, Postman/curl, and ability to troubleshoot HTTP errors, JSON issues, and browser/network logs.
- Java & Middleware - Basic knowledge of Java, application servers, and ability to analyse logs and troubleshoot issues.
- OS & Containers -Experience with Linux/Unix, basic Docker knowledge, and system-level troubleshooting.
