CareerXperts Consulting
Website:
careerxperts.com
Job details:
We’re looking for a Senior Technical Support Engineer who can go beyond resolving tickets and truly own customer experience at a technical level. This role sits at the intersection of engineering, product, and customer success—requiring both deep technical expertise and strong problem ownership.
Key Responsibilities
- Own end-to-end resolution of complex technical issues across systems, applications, and integrations
- Act as the escalation point for L2/L3 support, handling high-impact and critical incidents
- Diagnose, troubleshoot, and resolve performance, configuration, and system-related issues
- Collaborate closely with engineering and product teams to identify root causes and drive permanent fixes
- Write and maintain technical documentation, runbooks, and troubleshooting guides
- Analyze recurring issues and proactively suggest improvements to reduce support volume
- Support deployment activities, upgrades, and system monitoring initiatives
- Ensure SLAs are consistently met, while improving response and resolution times
Required Skills & Experience
- 5–10 years of experience in technical support, production support, or similar roles
- Strong understanding of system architecture, APIs, and integrations
- Hands-on experience with:
- Linux/Unix environments
- SQL and database troubleshooting
- REST APIs and debugging tools (Postman, cURL, etc.)
- Exposure to cloud platforms (AWS, Azure, or GCP)
- Experience with monitoring/logging tools (e.g., Grafana, Splunk, ELK)
- Strong debugging and analytical problem-solving skills
- Ability to handle high-pressure situations and critical incidents
Good to Have
- Scripting knowledge (Python, Bash, or similar)
- Experience in SaaS/product-based companies
- Familiarity with DevOps practices and CI/CD pipelines
- ITIL certification or incident management frameworks
Key Traits We Value
- Ownership mindset—doesn’t stop at identifying the issue, ensures it’s resolved
- Clear communicator who can simplify technical issues for non-technical stakeholders
- Bias for action with attention to detail
- Ability to connect patterns across incidents and think long-term
Click on Apply to know more.