Sr. Technical Support Engineer

@Tekfortune IT India Pvt. Ltd. posted 2 days ago
  • Indore, Madhya Pradesh, India View on Map
  • Post Date : May 31, 2025
  • Salary: Rs450,000.00 - Rs2,000,000.00 / Yearly
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Job Description

Location: Indore, Madhya Pradesh
Experience: 4–7+ Years
Industry: SaaS / Cloud Infrastructure / Technical Support
Work Environment: 24×7 (may include weekends and evening hours)

Role Overview:

We are seeking a Senior Technical Support Engineer to manage complex technical issues across cloud platforms, APIs, databases, integrations, and infrastructure. This customer-facing role demands strong analytical and communication skills to resolve incidents efficiently and contribute to the continuous improvement of support services.

Key Responsibilities:
  • Handle advanced inbound technical support queries via phone and email
  • Diagnose and troubleshoot issues related to SaaS platforms, APIs, integrations, and cloud infrastructure
  • Reproduce and escalate bugs, working closely with engineering and product teams
  • Develop and maintain internal documentation, runbooks, FAQs
  • Lead incident response and participate in on-call rotations for critical issues
  • Track issues and updates using tools like Zendesk, JIRA
  • Advocate for customer needs with internal teams to drive resolution
  • Contribute to support processes and procedures improvement
  • Collaborate across departments and vendors for effective resolution
  • Provide expertise on web protocols, cloud solutions, and databases2
Required Skills:
  • 4–7+ years in technical support or solutions engineering
  • Proficient in SaaS, APIs, cloud services (AWS, Azure), databases (MySQL, MSSQL, PostgreSQL)
  • Skilled in scripting (Python, Bash, Shell)
  • Experience with web protocols: DNS, HTTP/HTTPS, FTP
  • Familiarity with Linux, IIS, Apache, OAuth, JSON, and REST APIs
  • Excellent problem-solving and customer service orientation
  • Proficient in ticketing systems: Zendesk, JIRA
  • Strong verbal and written communication skills
  • Ability to handle pressure and prioritize effectively in a fast-paced environment
Preferred Qualifications:
  • ITIL or Azure certifications
  • Experience with Docker, Kubernetes, virtualization tools
  • Hands-on with Cloud platforms (Azure, AWS, or GCP)
  • Knowledge of SQL, PowerShell, PHP
  • Exposure to Confluence, advanced troubleshooting tools
Why Join Us?
  • Work in a fast-evolving cloud & SaaS ecosystem
  • High-impact role with room for growth
  • Collaborate with cross-functional global teams
  • Be part of a company that values innovation, agility, and customer success
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