Senior Technical Support Engineer

Senior or Lead Technical Support Engineer

Location: India (Night Shifts – US Time Zone)

Experience: 4–12 years

Shift: Full-time | Night Shift | Weekend Availability Required

Industry: SaaS / Telematics / AI-based Products

Function: Technical Support / Customer Support

About the Role

We are seeking a highly capable and customer-focused Senior or Lead Technical Support Engineer to join our global support team. This role is critical in delivering timely, high-quality support to our US-based customers and ensuring a seamless experience across our AI-driven and Telematics platforms. You will work closely with Engineering, Product, Sales, and Customer Success teams to resolve complex issues, drive customer satisfaction, and contribute to continuous improvement.

Key Responsibilities

• Serve as a technical expert and primary point of contact for escalated customer issues.
• Troubleshoot and resolve complex technical problems via phone, chat, and remote tools.
• Perform root cause analysis and collaborate with Engineering to drive long-term solutions.
• Conduct pre- and post-deployment sanity checks to ensure product stability.
• Work closely with cross-functional teams to ensure timely resolution and meet SLAs.
• Maintain detailed case documentation and ensure proactive follow-ups.
• Participate in 24x7 support rotations, including weekends and on-call duties.
• Deliver product walkthroughs, training sessions, and feature presentations to customers.
• Analyze trends in support cases to identify recurring issues and recommend improvements.
• Contribute to knowledge base articles and internal documentation.
• Ensure high levels of customer satisfaction (CSAT) through timely, empathetic, and effective support.

Must-Have Qualifications

• 4–12 years of experience in technical support, preferably in SaaS or cloud-based environments.
• Strong communication skills with excellent spoken and written English.
• Proven experience supporting US-based customers and working night shifts.
• Hands-on experience with REST APIs, basic SQL, and issue replication.
• Familiarity with support tools like JIRA, Salesforce, or ServiceNow.
• High customer orientation with a strong sense of ownership and accountability.
• Ability to work under pressure, meet tight timelines, and consistently deliver against SLAs.
• Strong interpersonal and stakeholder management skills.

Nice-to-Have Skills

• Experience with Telematics platforms or AI-based products.
• Understanding of AI/ML concepts and their practical applications.
• Exposure to cloud technologies (Docker, Kubernetes, Microservices).
• Scripting knowledge (Python, Shell, or Java).
• Familiarity with monitoring tools and incident management processes.

What We’re Looking For

We’re looking for someone who can quickly become a functional and technical expert in our product. The ideal candidate is a well-rounded professional with strong technical acumen, excellent communication, and a proactive mindset. If you thrive in a fast-paced, customer-centric environment and are passionate about delivering exceptional support — we’d love to hear from you.

Additionally, the candidate should collaborate well across teams and within teams, fostering high team spirit.