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