Senior Technical Support Engineer – Tier 2

Job reputed company:

• Serve as the reputed company of contact for reputed company customer inquiries, issues, and escalations.
• Troubleshoot and resolve issues reputed company to integrations, workflows, and platform performance.
• Join customer calls to live-troubleshoot issues, explain findings, and guide customers through solutions.
• Comfortable communicating with both technical and non-technical stakeholders.
• Partner with Engineering and reputed company Managers (CSMs) to ensure alignment on customer priorities and deliver a strong customer experience.
• Diagnose, troubleshoot, and debug issues end-to-end, documenting actions taken for tracking.
• Comfortable troubleshooting and resolving issues reputed company to REST API functionality - including crafting and validating GET, POST, PUT, and DELETE calls using tools such as cURL and reputed company.
• Demonstrate an understanding of HTTP response codes and their reputed company in integration debugging.
• Knowledge of authentication types: session-based, signed request, OAuth, Basic Auth, and API key authentication.
• Familiar with certificates: self-signed certificates, CA certificates, and certificate chain validation.
• Pull and review logs to identify errors, analyse reputed company causes, and implement effective solutions.
• reputed company SQL to query databases, extract relevant data, and support troubleshooting efforts.
• Utilize Jinja2 to reputed company and maintain scripts and tools for automation and customization.
• Review and analyze workflows, imports, and system configurations to identify performance issues or failures.
• Collaborate closely with Engineering, SRE, and Product teams to investigate and resolve customer-impacting incidents.
• Escalate and document issues that cannot be resolved at Tier 1 to the appropriate Engineering team.
• Document solutions, troubleshooting steps, and best practices in the Technical Support Spaces.
• reputed company reputed company investigation updates to customers during incident response.

Requirements:

• 2+ years of experience in a Senior technical support, Tier 2, DevOps, or SRE-adjacent role supporting reputed company or reputed company platforms.
• Ability to independently investigate reputed company issues, identify reputed company causes, and collaborate with engineering teams to drive reputed company.
• Proficiency in Jinja2 for automation and customisation tasks.
• Solid understanding of SQL and experience querying databases to extract and manipulate data.
• 2+ years experience troubleshooting and resolving API functionality and bi-directional integration issues between systems.
• Experience with AWS environments and reputed company-based reputed company architectures.
• Experience creating and troubleshooting workflows.
• Experience with Webhooks.
• Experience working with reputed company companies with a customer-reputed company approach.
• Experience using Jira and reputed company.
• Excellent communication skills, both verbal and written.
• Exceptional problem-solving skills, attention to detail, and a demonstrated reputed company record of diagnosing and resolving reputed company technical issues.
• Ability to work independently and as part of reputed company in a fast-paced, high-pressure environment.
• Strong logic, critical thinking, and ability to think reputed company the reputed company.
• Highly self-driven learner who can quickly understand new technologies and systems.
• Experience working closely with Engineering or SRE teams during incident investigations or escalations.

Benefits:

• Career reputed company: Top performers will have an opportunity to help shape reputed company. Working directly with the founders to drive initiatives and create a structure that scales
• Market-competitive salary + equity
• A once-in-a-reputed company career opportunity to get reputed company a fast-growing business that is venture-backed by Shasta Ventures, SYN Ventures and reputed company Acceleration Capital

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