Support Engineer III (Remote - India)

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Support Engineer III in India.

This role is designed for an experienced technical expert to act as a senior point of contact for complex customer issues within a conversational AI platform. You will troubleshoot and resolve deep-level technical problems across cloud and SaaS environments, leveraging expertise in SQL, Java, JavaScript, HTML, and related web technologies. Collaborating with global teams, you will mentor colleagues, drive process improvements, and serve as a liaison between customers, product, and R&D teams. The position requires working APAC hours in a remote-first setting and offers opportunities to influence operational excellence while ensuring top-tier customer satisfaction.

Accountabilities

• Serve as the senior technical focal point for customer issues, handling Tier 3 support cases with full ownership.
• Troubleshoot and resolve complex platform issues end-to-end across SaaS, cloud, and backend systems.
• Collaborate with customers, Product Management, R&D, and cross-functional teams to provide technical solutions.
• Act as a Subject Matter Expert, building knowledge, tools, and troubleshooting methodologies to support customers effectively.
• Analyze recurring issues and recommend process improvements to enhance operational efficiency and service quality.
• Mentor global team members to strengthen technical capabilities and overall team performance.
• Participate in on-call rotations, overtime, and potential travel as required to maintain service SLAs.

• 7+ years of experience in global technical support or enterprise-level support environments.
• Proficiency in SQL and the ability to read and understand Java, JavaScript, and HTML code.
• Experience analyzing, troubleshooting, and resolving deep and complex technical issues across web, cloud, and SaaS platforms.
• Strong understanding of web technologies, protocols, network and application servers, and backend systems.
• Experience interacting with enterprise customers, including managing technical bridges and critical incidents.
• Excellent oral and written communication skills, with fluency in English.
• Resilient under pressure, highly service-oriented, and capable of self-management in a fast-paced, evolving environment.
• Familiarity with monitoring and logging tools (Grafana, Graphite, Kibana, Splunk) and analytics for trend and scope analysis.
• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.