Senior Support Engineer

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Support Engineer based in India. We are seeking an experienced Senior Support Engineer to provide advanced technical support for secure, cloud-based assessment and testing solutions. In this remote role, you will investigate complex customer issues, analyze application behavior, and identify root causes across web platforms, APIs, databases, and integrated services. You will take ownership of technical cases from initial investigation through resolution, keeping customers informed and escalating issues with clear technical evidence when needed. Working closely with engineering, product, and customer success teams, you will help improve product reliability and the overall customer experience. You will also contribute to knowledge sharing, incident management, and continuous improvement while supporting a globally distributed technology organization. This opportunity is ideal for a technically strong problem-solver who combines analytical thinking with excellent communication and customer advocacy.

Technical customer support: Provide timely, accurate, and empathetic technical assistance through email, chat, phone, and other support channels. Troubleshoot application and web platform issues, guide customers through solutions, and assist with account access, login difficulties, password resets, and product navigation. Advanced troubleshooting and root-cause investigation: Independently investigate complex technical issues by analyzing application logs, API responses, database records, monitoring data, and observed system behavior. Determine likely failure points and distinguish between client-side, application, data, integration, and infrastructure-related problems. End-to-end issue ownership: Manage technical cases from initial assessment through investigation, customer communication, resolution, and escalation. Prioritize issues according to severity, urgency, customer impact, and business requirements while ensuring clear and consistent updates. Technical escalation and cross-functional collaboration: Escalate complex or unresolved issues to engineering and other relevant teams with comprehensive documentation, including evidence, troubleshooting steps, findings, reproduction instructions, and customer impact. Collaborate with engineering, product management, customer success, and other stakeholders to resolve customer-impacting problems. API and database troubleshooting: Investigate REST API behavior, HTTP methods and status codes, request and response payloads, headers, authentication, authorization, and JSON data. Use SQL queries, joins, filtering, and relational database information to identify inconsistencies and support technical investigations. Monitoring and incident management: Use monitoring, logging, and observability platforms to investigate application and service issues. Contribute to incident management, root-cause analysis, and post-incident documentation to help prevent recurring problems and improve system reliability. Knowledge base and documentation: Use internal knowledge resources to resolve cases efficiently and improve existing support materials. Create and update knowledge-base articles, troubleshooting guides, technical documentation, and support runbooks based on recurring issues and customer feedback. Customer advocacy and service quality: Maintain a professional, patient, and customer-focused approach in all interactions. Capture customer concerns, identify recurring pain points, and communicate actionable feedback to internal teams to support product and service improvements. Mentoring and continuous improvement: Share technical knowledge, mentor junior support engineers, and act as a technical escalation point within the team. Participate in training and ongoing learning to stay current with product features, support practices, and troubleshooting techniques. Requirements: Education and professional experience: A bachelor's degree in Computer Science, Engineering, Information Technology, or a related field, or equivalent practical experience. Candidates should have 7–10 years of experience in technical customer support, application support, production support, customer engineering, or a comparable technical role, preferably within SaaS or web-based software environments. Technical troubleshooting expertise: Strong analytical and diagnostic skills, with the ability to investigate complex issues independently, develop hypotheses, identify patterns, and systematically narrow down root causes. Web application and networking fundamentals: Good understanding of web applications, application architecture, HTTP/HTTPS, networking fundamentals, and common browser-side and client-side troubleshooting techniques. SQL and relational databases: Practical knowledge of relational databases and SQL, including the ability to write queries, perform joins and filtering, investigate data inconsistencies, and use database records to diagnose application issues. REST APIs and integrations: Good understanding of REST APIs and API troubleshooting, including HTTP methods and status codes, request and response payloads, headers, authentication, authorization, and JSON. Experience with Postman or equivalent API testing tools is preferred. Monitoring, logging, and observability: Experience using tools such as Grafana, Datadog, Splunk, AppSignal, or similar platforms to analyze logs, monitor services, investigate errors, and diagnose application performance or availability issues. Case management and support workflows: Familiarity with ticketing and case-management platforms such as Zendesk, Jira Service Management, or equivalent tools. Ability to document cases accurately, manage competing priorities, and maintain ownership through resolution or escalation. Incident management and technical documentation: Understanding of incident management, root-cause analysis, and post-incident reporting is preferred. Experience creating and improving knowledge-base articles, troubleshooting guides, technical documentation, and support runbooks is highly valuable. Communication and customer engagement: Excellent written and verbal English communication skills, with the ability to explain technical concepts clearly to technical and non-technical audiences. Demonstrated ability to manage customer expectations and communicate complex findings in an understandable, professional manner. Cross-functional collaboration: Experience working with engineering, product, customer success, and other teams to resolve technical issues. Comfort supporting customers and stakeholders across time zones and collaborating with globally distributed teams is essential. Leadership and prioritization: Strong attention to detail, critical thinking, and structured problem-solving skills. Ability to prioritize cases based on customer impact and urgency, work independently, and mentor junior support engineers while serving as a technical escalation resource. Preferred industry experience: Experience in EdTech, assessment technology, SaaS, or other technically complex software environments is an advantage. Benefits: Competitive compensation: Competitive salary, with the specific salary range not disclosed in the available job description. Benefits package: Exceptional employee benefits, with individual benefits and coverage details to be confirmed during recruitment. Remote work flexibility: Remote-first and hybrid-friendly work environment. Professional development: Opportunities to expand technical expertise, strengthen troubleshooting capabilities, and develop through continuous learning. Collaborative culture: Work with experienced professionals across engineering, product, and customer-facing teams in a global technology environment. Meaningful impact: Help improve the reliability of online assessment solutions and support secure, high-quality testing experiences for users worldwide. Working schedule: Monday through Friday, with support coverage indicated as either 1:00 PM–10:00 PM or 4:00 PM–1:00 AM IST, depending on business needs and assigned hours.