Support Operations and Maintenance

Job

We are seeking a proactive and people-focused Senior Support Engineer at our Chennai HQ for our Customer Support Team. This is a hybrid role combining Technical Product Support, Process Optimization and Team Development. The candidate will be responsible for ensuring support operations run smoothly, issues are addressed efficiently, and deliverables are released on time. The candidate must play a key role in mentoring the team, onboarding new members, improving support processes, and championing a learning-first culture.

Key Responsibilities:

1. Act as the go-to person for daily support escalations and team[1]related challenges.

2. Troubleshoot client-side issues and provide accurate resolution steps or workarounds.

3. Lead by example in delivering exceptional support to internal and external stakeholders.

4. Understand end-to-end product support processes and identify gaps or inefficiencies.

5. Drive automation and process improvement to eliminate redundant or manual tasks.

6. Ensure SLAs and KPIs are met, proactively tracking and addressing issues before they escalate.

7. Take ownership of team deliverables and ensure consistent, high[1]quality outputs.

8. Contribute to and maintain internal documentation and knowledge bases.

9. Share insights from support trends and issues to help improve product quality and customer satisfaction.

10. Foster a collaborative and learning-driven environment.

11. Identify growth areas and recommend training or tools to support team development.

12. Create, update, and monitor support issues ensuring timely resolution and SLA adherence.

13. Collaborate with cross-functional teams using support platform integrations for seamless communication.

14. Utilize browser DevTools to inspect and analyze web page elements, network activity, and console logs.

Acceptance Criteria :

1. 4-6 years of experience in customer/product support roles, with at least 1 year as a lead or senior position.

2. Proven track record of managing or guiding a support team in a fast-paced environment.

3. Excellent communication, people management, and organizational skills with strong problem-solving and process-thinking mindset.

4. Willingness to work in shifts and travel on-site whenever required.

5. Comfortable managing multiple priorities and adapting to changing demands.

6. Experience with tools like Jira or other support platforms.

7. Proficient in using browser developer tools (e.g., Chrom DevTools) to debug front-end issues.

8. Able to identify issues related to HTML/CSS, JavaScript errors, caching, and browser compatibility.

9. Strong understanding of RESTful APIs, including methods, headers, status codes, and payloads. Ability to test and debug API requests/responses using tools like Postman.

10. Experience troubleshooting user authentication issues, including SSO (SAML, OAuth2).

11. Understanding of DNS, HTTP/S protocols, SSL certificates, proxies, and firewalls

12. Ability to think strategically and act tactically to drive support excellence.