Senior Technical Support Engineer
RemoteUnited States or India
United States or IndiaRemoteFull TimeSenior LevelFleet Safety SoftwareMedium
Full TimeSenior LevelMediumFleet Safety Software
Job Summary
Diagnose and resolve customer-reported technical issues via Teams meetings, calls, and remote tools while performing root cause analysis and recommending corrective actions. Collaborate with engineering, QA, and product teams to address complex challenges, maintain proper case documentation, and escalate critical incidents with supporting details. Engage directly with international customers to ensure timely resolutions and foster strong relationships. Requires 3-6 years of experience in SaaS or cloud-based platforms, proficiency with SQL and ITSM tools, and ability to work flexible 24x7x365 shifts including weekends.
Required Qualifications
- 3-6 years of technical support experience, preferably with SaaS or cloud-based platforms
- Good experience in Incident management Process
- Basic SQL knowledge and working experience with one or more databases (Postgres, MySQL, etc.)
- Familiarity with ITSM tools (e.g., ServiceNow, JIRA, or Salesforce)
- Good hands-on experience with REST APIs and webhooks
- Experience in analyzing, investigating, and identifying the root cause of complex customer issues, and communicating findings to the relevant group for resolution
- Strong problem-solving and communication skills
- Ability to work in shifts and under pressure
- Proven ability to collaborate in a dynamic, fast-paced team environment
- A bachelor's degree in a tech-related field - B.E. / BTech / MCA
- Prior experience supporting international customers (US or UK preferred)
Desired Qualifications
- Exposure to cloud technologies (Microservices)
- Experience with at least one scripting language (e.g., Python, Shell)
- Familiarity with monitoring tools and incident management processes
- Understanding of network protocols, system-level troubleshooting
- Awareness of AI/ML concepts and their application is a plus
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