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.

We are seeking a highly skilled and experienced Support Engineer III to serve as a senior technical authority for complex enterprise applications. This role focuses on troubleshooting and resolving deep-level issues in Conversational AI platforms and SaaS/cloud infrastructure. You will work closely with global cross-functional teams, mentoring junior engineers, coordinating with product and R&D teams, and driving systemic improvements in support processes. This position is ideal for someone who thrives in fast-paced, high-pressure environments, enjoys problem-solving at scale, and is eager to make a direct impact on customer success and platform reliability.

Accountabilities:

·        Act as the senior technical focal point for customer issues, owning and resolving cases within defined SLAs.

·        Analyze, troubleshoot, and provide solutions for complex issues across SaaS/cloud infrastructure, web technologies, APIs, and backend systems.

·        Collaborate with Product, R&D, and business teams to communicate and resolve critical technical challenges.

·        Mentor and guide global team members to elevate overall team performance and technical expertise.

·        Identify recurring problems and propose improvements to tools, processes, and workflows.

·        Participate in on-call rotations, supporting high-severity incidents and production environments.

·        Document technical solutions, workflows, and resolutions to maintain knowledge and best practices.

·        5–7 years of relevant technical support experience in SaaS/cloud platforms.

·        Proficiency in SQL, Java, JavaScript, HTML, and object-oriented programming concepts.

·        Strong knowledge of APIs, SDKs, mobile environments (iOS/Android), web protocols, and backend systems.

·        Experience analyzing, troubleshooting, and resolving deep technical issues.

·        Excellent verbal and written communication skills in English for interfacing with enterprise customers.

·        Ability to work US hours (5 PM – 3 AM IST) and handle on-call duties for critical issues.

·        Resilience in high-pressure situations, with strong service orientation and interpersonal skills.

·        Bachelor’s degree in Information Science, IT, Computer Science, Engineering, or Mathematics is preferred.

·        Familiarity with monitoring and logging tools (Grafana, Kibana, Splunk, Graphite) and security/authorization principles.