[ref. w72170918] Technical Support Engineer - Bangalore

Job Description

Company Overview

US-Based B2B SaaS Product Company :

Experience Required: 4 Years+

Job Location : India (Remote/Bangalore):

Working Hours: US Pacific work hours- (Remote) (India / Bangalore Preferred)

Job Summary

You will support users across various product categories (Open Source, Cloud, and Enterprise) through a ticketing system, GitHub discussions, and forums. You'll also collaborate with internal teams to improve the overall user experience.

• Provide deep technical solutions and troubleshooting to customers via email, ticketing systems, GitHub, and Discord.
• Ensure internal and external support SLAs are met by coordinating with the support operations team.
• Collaborate with the Product team to enhance user experience.
• Work with the Documentation team to ensure common questions and use cases are addressed in the documentation.
• Engage in creative problem-solving and develop side projects to explore platform features.

• 4+ years of experience in a Support Engineering role.
• Ability to work US Pacific time hours and participate in a PagerDuty rotation schedule.
• Strong creative problem-solving skills.
• Excellent written and spoken communication skills in English.
• Previous experience in technical support using a ticketing system.
• In-depth knowledge of the modern web application stack.
• Passion for solving customer problems and building positive customer relationships.
• Proficiency in the following technologies:
• Databases (PostgreSQL, MongoDB, SQL Server, MySQL, or Oracle)
• REST APIs
• Linux and command-line tools
• Containerization (Docker, Kubernetes)
• Scripting languages (Python, shell, or Rust)
• Cloud infrastructure (AWS, Azure, or GCP)

• Familiarity with GraphQL.
• Experience with APM solutions (Prometheus, Grafana, Datadog, New Relic, or Dynatrace).
• Prior experience with developer tools companies.
• Proficiency in backend languages/frameworks (Java/Spring Boot or JavaScript/Node.js).
• Experience in backend or full-stack engineering.
• Familiarity with CI/CD technologies (GitHub Actions, Jenkins, CircleCI, or Terraform).

Location:

Remote (India / Bangalore preferred). Option to work from Bangalore office if based locally.