Technical Support Engineer
- Infobeans
- 4 - 9 years
- Indore
- 8 months ago
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Job Description
We are looking for a Senior Technical Support Engineer to join our high-performing support team and provide expert-level technical assistance to our customers. In this role, you will serve as a trusted advisor, solving complex product issues, and contributing to continuous product and process improvement. As a Senior TSE, youll be deeply embedded in our product ecosystem, collaborating across engineering, product, and customer-facing teams to ensure a top notch customer experience.
Essential Responsibilities Of Your Role:
- Responding to complex inbound Technical service requests over the phone and email per day directly with customers.
- Diagnose, troubleshoot, and resolve technical problems across software, APIs, integrations, and infrastructure.
- Reproduce issues, conduct root cause analysis, and work closely with engineering on bug fixes and feature requests
- Create and maintain internal runbooks, FAQs, and technical documentation
- Lead incident response or participate in on-call rotation for critical issues
- Identify support trends and partner with Product & Engineering on long-term solutions
- Accurately and efficiently log all issues and status updates in our internal tracking system.
- Understands client's business objectives/impact and applies their expertise to timely resolve issues and ensure customer success.
- Supporting multiple cloud and hardware solutions
- Contributing to the development of service desk processes and procedures.
- Interacts closely with various departments and vendors to provide timely resolution on issues.
- Handling support requests from resellers, by staying on top of new features and enhancements and being a subject matter expert, and providing diagnoses and issue resolution on our Platform.
- Triaging to internal and external teams, pushing for resolution within SLOs by being the Customer advocate with Engineering, Development and 3rd party Vendor teams
* Note: This is not a complete list of tasks.
Knowledge, Skills, and/or Abilities You Need To Have:
- 47+ years in technical support, solutions engineering, or a similar customer-facing technical role
- Deep experience with relevant stack: SaaS platforms, APIs, databases, scripting (e.g., Python/Shell), cloud services (AWS, Azure), or networking
- Proven troubleshooting skills with the ability to think critically and communicate clearly under pressure
- Strong understanding of web technologies, integrations, or system architecture
- Experience working with ticketing systems (e.g., Zendesk, Jira) and knowledge bases
- Must have excellent verbal and written communication skills, as well as excellent analytical and problem-solving skills; with a customer-first mindset.
- Ability to prioritize user requests effectively and manage user expectations.
- Ability to balance attention to detail with expeditious execution in a fast-paced environment working.
- Passion for driving exceptional customer experience.
- Ability to work through ambiguity and thrive in a rapidly changing business environment.
- Strong analytical and problem-solving skills.
- High school diploma (or equivalent) required. Secondary degree preferred.
- Experience working with Webservers and Databases Apache, IIS, MySQL, MSSQL and PostgreSQL
- Strong knowledge of Application Protocols DNS, HTTP, HTTPS (SSL), FTP
- Basic understanding or experience working on Linux environments
- General understanding of technologies on Apis webservice: JSON, REST, OAuth,..
- Flexibility working some weekends and later hours to help fulfill a 24x7 business
- Passion for providing exemplary customer service, strong customer focus
- Eager to learn new technologies
- Good verbal and written professional communication, fluent in English.
- Self-motivated and proactive in performing duties
- Attention to detail
Nice to have. Exposure to:
- ITIL certification
- Microsoft Azure certification
- Hands-on experience with Cloud platforms, such as Microsoft Azure, AWS or GCP
- Programming/scripting experience on at least some of the following: Bash, Python, PowerShell, PHP Knowledge of SQL
- Exposure to virtualization and orchestration technologies such as Docker and Kubernetes
- Experience with JIRA and Confluence
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT SupportRole: IT Support - OtherEmployement Type: Full timeContact Details:
Company: InfobeansLocation(s): Indore
Keyskills: Technical Support Troubleshooting AWS azure Scripting SAAS
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InfoBeans Systems is a fast growing software development company with offices in Pune and Indore and business development centre in US. We develop customized business applications for large and mid-size organizations in the US. We strongly believe that customer success defines our success. Hence, we...
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