Lead Technical Support Engineer

Формат работы

onsite

Тип работы

fulltime

Грейд

lead

Английский

Страна

India

Вакансия из Hirify Global, списка международных tech-компаний
Для мэтча и отклика нужен Plus

Мэтч & Сопровод

Для мэтча с этой вакансией нужен Plus

Описание вакансии

Текст:

TL;DR

Lead Technical Support Engineer (Customer Support): Provide technical support and maintain SaaS software platforms, ensuring customer satisfaction with an accent on cloud integrations, troubleshooting complex issues, and collaboration across teams. Focus on mentoring support agents, improving support processes, and handling escalations effectively.

Location: Bengaluru, India (onsite)

Company

hirify.global is a leading AI agent platform for customer experience, enabling enterprises to deploy AI agents that automate customer interactions and improve operational efficiency.

What you will do

Provide efficient technical support by configuring, maintaining, and supporting SaaS software platforms in production environments.
Serve as liaison with Engineering to escalate bugs, outages, and product requests while improving escalation deflection.
Collaborate with Customer Success, Onboarding, and Product teams to enhance customer experience.
Use engineering tools (AWS, MongoDB, Azure, GCP, GitHub, Jenkins) to troubleshoot and resolve technical issues.
Troubleshoot complex integrations including Telephony Platforms, Web Conferencing, APIs, Salesforce, and other third-party systems.
Mentor L2 Support agents and create technical documentation for internal and external audiences.

Requirements

Location: Must be able to work onsite in Bengaluru, India
7+ years as a Technical Support Engineer on a B2B SaaS Support team.
5+ years experience in SaaS Customer Success, Support, or Services.
Working knowledge of SaaS applications, cloud integrations, and architecture.
Experience with Customer Support tech stack such as Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian tools.
Bachelor’s Degree or equivalent experience.
Working hours: 6:00 PM to 3:00 AM IST.

Nice to have

Technical support experience with Dialer/Telephony/Web Conferencing platforms like Outreach, Dialpad, Genesys, 8x8, TalkDesk, 3CLogic, Five9.

Culture & Benefits

Excellent medical insurance and free online doctor consultations.
Yearly privilege and sick leaves as per Karnataka S&E Act.
Generous holidays and parental leave policies.
Learning & Development fund for continuous professional growth.
Fun events to build organizational culture.
Flexible benefit plans for tax exemptions (Meal card, PF, etc.).

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