Senior Technical Support Specialist

4 weeks ago

Ahmedabad, Gujarat, India CareerXperts Consulting Full time

We're looking for a Senior Technical Support Engineer who can troubleshoot with empathy, solve with precision, and handle complexity with calm. You'll be the go-to person for high-priority technical issues—owning customer interactions, collaborating with engineering, and closing the loop with clarity and speed.

Key Responsibilities

  • Advanced Technical Troubleshooting: Diagnose and resolve product or platform issues across systems, integrations, and user environments.
  • Customer Interaction: Handle escalated tickets, ensure timely resolution, and maintain excellent customer satisfaction scores.
  • Knowledge Building: Create detailed documentation, FAQs, and runbooks for recurring issues and edge-case handling.
  • Cross-Functional Collaboration: Work closely with Engineering, Product, QA, and Customer Success teams to escalate and resolve complex issues.
  • Tool & Ticket Management: Use platforms like Zendesk, Jira, Salesforce, Freshdesk, or custom ticketing tools for case tracking and reporting.
  • Process Improvement: Identify gaps in support operations and recommend optimizations for efficiency, quality, and scalability.
  • Mentorship: Guide junior team members, review technical responses, and support onboarding of new support engineers.

Must-Have Skills

  • 4–8 years in technical support or customer-facing engineering roles
  • Strong foundation in [choose relevant: Linux, Windows, networking, APIs, SaaS platforms, SQL, etc.]
  • Solid problem-solving mindset—can break down vague or unfamiliar issues systematically
  • Clear, concise communication—both written and verbal
  • Comfortable working with logs, monitoring tools, and basic debugging
  • Experience handling enterprise clients or high-priority escalations

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