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Senior Technical Support Engineer
Qpact
Bengaluru, IND
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Technical support for enterprise softwareApplication, backend, API, database, and cloud troubleshootingRelational databases: PostgreSQL, Oracle, or SQL ServerSQL query writing and schema interpretationLog analysisAWS or Azure
Free
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Technical support for enterprise softwareApplication, backend, API, database, and cloud troubleshootingRelational databases: PostgreSQL, Oracle, or SQL Server
Role Overview
Serve as the highest-level technical expertise within the customer support organization.
Resolve complex product issues, lead deep technical investigations, and act as an internal escalation point for the broader support team.
Work from the Bangalore Center of Excellence and report to the Director of Global Support Operations and Engineering.
Key Skills for This Role
Technical support for enterprise softwareApplication, backend, API, database, and cloud troubleshootingRelational databases: PostgreSQL, Oracle, or SQL ServerSQL query writing and schema interpretationLog analysisAWS or Azure
Full Job Posting
About the Role
Serve as the highest-level technical expertise within the customer support organization.
Resolve complex product issues, lead deep technical investigations, and act as an internal escalation point for the broader support team.
Work from the Bangalore Center of Excellence and report to the Director of Global Support Operations and Engineering.
Key Responsibilities
- Serve as the senior technical escalation point for complex and high-priority customer issues.
- Lead investigations into product defects, performance issues, integration failures, and cloud infrastructure incidents.
- Collaborate with Engineering to reproduce, document, and resolve product-level defects.
- Mentor and coach Technical Support Engineers through technical guidance, code review, log review, and knowledge transfer.
- Author knowledge articles, troubleshooting runbooks, and AI training content.
- Conduct root cause analysis on recurring issues and escalation patterns.
- Identify automation opportunities and improve knowledge base quality for AI-enabled support.
- Participate in an on-call rotation for critical incident coverage across global time zones.
- Lead technical case reviews and improve support processes and tools.
- Represent the support organization in cross-functional product and engineering discussions.
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