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Technical Support Engineer (Customer Engagement Sp)
ExpertusONE
Chennai, IND
Full-time
Mid-Senior
Onsite
Discovered 1 weeks ago
Technical support engineeringSQLREST APIsPostmanApplication logsRoot-cause analysis
Free
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Technical support engineeringSQLREST APIs
Role Overview
Own customer-reported issues end to end across the ExpertusONE B2B SaaS learning platform.
Reproduce, diagnose, resolve, communicate, and escalate issues with enough evidence for Engineering to act.
The role supports enterprise customers and works closely with Product Management.
Key Skills for This Role
Technical support engineeringSQLREST APIsPostmanApplication logsRoot-cause analysis
Full Job Posting
Role overview
Own customer-reported issues end to end across the ExpertusONE B2B SaaS learning platform.
Reproduce, diagnose, resolve, communicate, and escalate issues with enough evidence for Engineering to act.
The role supports enterprise customers and works closely with Product Management.
Investigate and diagnose
- Own escalated issues involving enrollments, training plans, compliance, certification, classroom sessions, content playback, reporting, notifications, mobile, and integrations.
- Reproduce issues and distinguish configuration, data, expected behavior, and genuine defects.
- Query read-only production data to quantify blast radius across learners, tenants, timing, and conditions.
- Read logs and trace API requests, responses, webhooks, and SSO flows.
Resolve and communicate
- Resolve issues through configuration, data correction, workflow redesign, or customer enablement.
- Write customer-facing responses explaining what happened, the impact, required actions, ownership, and timelines.
- Run live troubleshooting sessions with customer administrators, IT teams, security teams, and identity teams.
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