Tier 2 Support Engineer

3 weeks ago

New Delhi, India Papaya Global Full time

Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries.Papaya Global is looking for a highly skilled Tier 2 Support Engineer to elevate our technical support team in India. This role is crucial in strengthening the team’s technical expertise, ensuring high-quality customer service, and acting as a bridge between support, R&D, and product teams.As a Tier 2 Support Engineer, you will mentor team members, handle complex technical investigations, and collaborate cross-functionally to improve processes and best practices. If you’re an experienced SaaS professional with deep technical knowledge and leadership abilities, this role is for youYou will:- Serve as the technical expert for the support teams. - Provide mentorship, training, and knowledge-sharing sessions to enhance team capabilities. - Lead complex technical investigations and guide team members on troubleshooting best practices. - Handle escalated, high-complexity technical cases, ensuring quick and effective resolution. - Work closely with customers to debug and resolve critical platform issues. - Develop and maintain knowledge base (KB) articles to enhance self-service support. - Act as the main liaison between Support, R&D, and Product teams to troubleshoot and resolve technical issues. - Advocate for customer needs by identifying recurring issues and driving resolutions. - Guide internal teams on best support practices to improve - Investigate system logs, database queries, and API communications to diagnose issues. - Utilize tools like Salesforce, Coralogix, AWS, Slack, GitHub, and Databases for technical analysis. - Contribute to process improvements and automation initiatives as the role evolves.Requirements:- 5+ years of experience in global SaaS technical support (must-have). - Strong proficiency in SQL, API troubleshooting, and web debugging. - Experience analyzing logs and understanding service-to-service communications in a cloud-based environment. - Prior experience mentoring or leading technical teams is a big plus. - Strong ability to communicate complex technical concepts to different stakeholders. - Experience working cross-functionally with R&D and Product teams. - Ability to work in a hybrid model (India-based). - Passion for customer success and technical problem-solving.

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