Support Engineer - Customer support

About the role

We are seeking a technical support professional to manage complex enterprise software incidents for our global customers. You will investigate functional, configuration, and performance issues while collaborating with internal engineering and operations teams to deliver solutions.

Key facts

What you'll do

• Provide technical and functional support for customer incidents and service requests.
• Investigate application behavior, including calculations, workflows, user access, and data processing.
• Troubleshoot failed transactions, integration errors, and performance bottlenecks.
• Review server logs, exception traces, and database findings to identify root causes.
• Use SQL to validate data and resolve inconsistencies.
• Analyze customer-specific configurations, business rules, and custom scripts.
• Support integrations with CRM and ERP systems, including API and connectivity troubleshooting.
• Reproduce issues in non-production environments.
• Escalate software defects to Product Engineering with detailed technical documentation.
• Coordinate with Cloud Operations on infrastructure and deployment issues.
• Manage case queues according to service-level targets and participate in priority-incident calls.
• Work EMEA business hours, including weekend or on-call rotations as needed.

Requirements

• 2 to 4 years of experience in technical, application, or product support for enterprise software.
• Proficiency in SQL and experience troubleshooting database-driven applications (Microsoft SQL Server or MySQL).
• Experience supporting browser-based enterprise applications.
• Knowledge of .NET environments and application hosting (IIS, Apache Tomcat, Nginx).
• Familiarity with REST/SOAP APIs, XML, JSON, and HTTPS.
• Understanding of authentication, SSO, SSL/TLS, and network connectivity.
• Basic knowledge of Linux or Windows Server administration.
• Experience with monitoring and case management tools like Jira, Salesforce Service Cloud, or Splunk.
• Excellent English verbal and written communication skills.

Nice to have

• Bachelor degree in Computer Science, Information Technology, or Engineering.
• Experience with configurable enterprise applications involving complex business rules or workflows.
• Understanding of commercial business processes like sales, quoting, or approval cycles.
• Familiarity with cloud platforms such as AWS or Azure.
• Knowledge of ITIL-based incident and problem management.

Skills & tools

• SQL, Microsoft SQL Server, MySQL
• .NET, REST, SOAP, XML, JSON
• IIS, Apache Tomcat, Nginx
• Linux, Windows Server
• Jira, Salesforce Service Cloud, Confluence, Grafana, Graylog, Splunk

Practical notes

• Benefits include competitive pay and bonus, health insurance up to 7 lacs for self and family, and group term/accident insurance up to 3x annual CTC.
• Leave policy includes 18 vacation days, 15 days of sick/casual leave, 12 wellness leaves for women, 26 weeks of paid maternity leave, and 1 week of paid paternity leave.
• Additional perks: 4 quarterly recharge days, 16 hours of paid volunteer time, and wedding/newborn gift allowances.
• Work schedule requires alignment with EMEA business hours and participation in on-call rotations.