Technical Support Engineer 4
On-site · Pune, Maharashtra, India
Job Summary
Technical Support Engineer 4 responsible for leading and managing advanced technical support operations, defining and executing the strategic roadmap for support functions, owning and driving resolution of critical escalations, collaborating with Product, Engineering, and Customer Success teams to resolve systemic issues, representing the support organization in product development lifecycle discussions, identifying process-improvement opportunities, developing and maintaining support tools, knowledge bases, and troubleshooting frameworks, analyzing support trends and metrics to drive proactive issue resolution, mentoring junior engineers, and ensuring adherence to SLAs and operational excellence standards. Requires a Bachelor’s degree and a minimum of 6 years of experience in technical support or related domains; strong ability to lead escalations, work cross-functionally, and familiarity with ticketing systems and monitoring platforms.
Required Qualifications
- Bachelor’s degree in Engineering, Information Technology, or a related field (or equivalent combination of education and experience)
- Minimum 6 years of experience in technical support, customer support engineering, or related domains
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