Technical Support Engineer

Company Overview

US Based B2B SaaS Product Company :

Experience Required: 4 Years+

Job Location : India (Remote/Bangalore):

Working Hours: US Pacific work hours- (Remote) (India / Bangalore Preferred)

Job Summary:

Talent Nexa is hiring for our USA-based B2B SaaS client, seeking a Technical Support Engineer to provide top-tier technical assistance to users. In this role, you'll help customers resolve technical queries and issues related to platform features and usage patterns. You will support users across various product categories (Open Source, Cloud, and Enterprise) through a ticketing system, GitHub discussions, and forums. You'll also collaborate with internal teams to improve the overall user experience.

Key Responsibilities:

• Provide deep technical solutions and troubleshooting to customers via email, ticketing systems, GitHub, and Discord.
• Ensure internal and external support SLAs are met by coordinating with the support operations team.
• Collaborate with the Product team to enhance user experience.
• Work with the Documentation team to ensure common questions and use cases are addressed in the documentation.
• Engage in creative problem-solving and develop side projects to explore platform features.

Requirements:

- 4+ years of experience in a Support Engineering role.

- Ability to work US Pacific time hours and participate in a PagerDuty rotation schedule.

- Strong creative problem-solving skills.

- Excellent written and spoken communication skills in English.

- Previous experience in technical support using a ticketing system.

- In-depth knowledge of the modern web application stack.

- Passion for solving customer problems and building positive customer relationships.

- Proficiency in the following technologies:

- Databases (PostgreSQL, MongoDB, SQL Server, MySQL, or Oracle)

- REST APIs

- Linux and command-line tools

- Containerization (Docker, Kubernetes)

- Scripting languages (Python, shell, or Rust)

- Cloud infrastructure (AWS, Azure, or GCP)

Nice to Have:

- Familiarity with GraphQL.

- Experience with APM solutions (Prometheus, Grafana, Datadog, New Relic, or Dynatrace).

- Prior experience with developer tools companies.

- Proficiency in backend languages/frameworks (Java/Spring Boot or JavaScript/Node.js).

- Experience in backend or full-stack engineering.

- Familiarity with CI/CD technologies (GitHub Actions, Jenkins, CircleCI, or Terraform).

Location:

Remote (India / Bangalore preferred). Option to work from Bangalore office if based locally.