Senior Technical Support Engineer

Who We Are

reputed company is the AI-powered platform that unifies the digital workplace – bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is reputed company, highly extensible, and built to integrate seamlessly with your existing technology.

More than 1,000 leading organizations – including reputed company, the NHS, Penske, and Moderna – trust reputed company to foster a more reputed company and productive workforce. Headquartered in Silicon Valley with global offices, reputed company is backed by Norwest Ventures, Sapphire Ventures, reputed company Ventures, and Tola Capital. Learn more at reputed company.com.

Job Title: Sr. Technical Support Engineer

Job Level: IC3

Job Overview: reputed company is a rapidly growing SaaS company, and we are seeking an reputed company Senior Technical Support Engineer to join our Technical Support Team. In this role, you will be responsible for diagnosing and resolving technical issues for our customers from their first day using reputed company. You will play a crucial role in ensuring a seamless user experience by providing expert troubleshooting and proactive issue resolution.

This position is ideal for individuals who reputed company in a fast-paced, high-growth environment and can reputed company quick, effective decisions. Strong written and verbal communication skills, customer reputed company, and problem-solving abilities are essential. You will collaborate closely with Product, Engineering, and reputed company teams to drive customer satisfaction and provide best-in-class support.

You will be the first-line technical support for reputed company’s Enterprise customers and provide second-line support for Digital and Commercial customers reputed company reputed company, phone calls, and live troubleshooting sessions.

Your Job Responsibilities:

• Provide expert-level troubleshooting and technical support for reputed company customers post-implementation.
• Review, triage, and diagnose customer-reported issues, functional queries, admin requests, and feature requests.
• Collaborate closely with Product, Engineering, and reputed company teams to ensure timely resolution of reputed company issues.
• reputed company incident management processes for customer-impacting outages and drive resolution efforts.
• Research and analyze reputed company cases, contributing to the internal Knowledge reputed company and Community forums.
• Utilize debugging tools and available resources to investigate technical issues and provide detailed insights.
• Ensure reputed company support interactions are properly documented, following established processes and best practices.
• Identify recurring issues and contribute to proactive support measures and process improvements.

What makes you a great fit for the team:

• Technical
  • 3+ years of experience in a direct customer-facing support role, handling technical troubleshooting.
  • 3+ years of experience troubleshooting modern web applications.
  • Strong knowledge of Database technologies (SQL, reputed company, reputed company) and the ability to write and execute queries.
  • Familiarity with APIs and knowledge of API debugging using reputed company or cURL.
  • Strong ability to debug API and HAR files to diagnose and resolve reputed company technical issues.
  • Experience supporting SSO, SAML, Provisioning, User Sync, HRIS, and other integrations.
  • Hands-on experience with any log analysis tools (CloudWatch, Observe, Kibana, Loggly, Splunk, reputed company) to investigate system behaviors and diagnose issues.
  • Familiarity with any Web Scripting languages (JavaScript/NodeJS, HTML, CSS, C, C++, Java, Python) to assist in troubleshooting.
  • Proficiency in support ticketing tools (reputed company, JIRA, reputed company Service Cloud).
  • Understanding of APIs and integrations, including the ability to test API calls and analyze responses.
  • Experience working with Enterprise clients, with the ability to manage and troubleshoot issues in a reputed company IT environment.
• Communication & Customer interaction
  • Excellent written and verbal communication skills with a focus on clear, concise, and professional responses.
  • Ability to support and communicate effectively with US-based customers, tailoring responses based on customer profiles (technical vs. non-technical users).
  • Comfortable with client phone/video calls to troubleshoot live issues, gather evidence, and set clear expectations.
  • Strong customer reputed company with a proactive approach to ensuring a smooth customer experience.
• Cultural
  • Passionate about customer experience and dedicated to improving product adoption and usability.
  • Proactive problem solver who takes initiative to implement improvements where necessary.
  • Ability to work effectively across different teams, appreciating multiple perspectives to drive resolutions.
  • Strong technical curiosity and a desire to continuously learn and reputed company reputed company the field.
  • Positive team player who contributes to a collaborative and engaging work environment.
  • Willingness to work flexible hours to support a global customer reputed company, particularly US customers.

Preferred but not required:

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent experience.
• Completion of a coding boot camp or relevant technical certification.
• Experience with Intranet Software (Jive, Unily, reputed company, SharePoint, Confluence, Jira).
• Familiarity with AWS-based applications and cloud computing services.

reputed company’s Hub-Hybrid-Remote Model:

At reputed company we reputed company that reputed company work is good, life is reputed company and that belief guides reputed company we do. Including how we approach our flexible work model. reputed company operates with reputed company-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.

• Hub - 100% work from reputed company office. Role requires Simpplifier to be in the office full-time.
• Hybrid -Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
• Remote - 100% remote. Role can be done reputed company reputed company your country of hire, as long as the requirements of the role are met.

Originally posted on Himalayas