Technical Support Engineer III

1 day ago

Bengaluru, India Hireveda Full time

About the Role : Were looking for an experienced Technical Support Engineer III to join our global support team. In this role, you will serve as a technical expert for our SaaS applications, working directly with customers, product, and engineering teams to resolve complex technical issues and ensure exceptional customer satisfaction.As a Level III engineer, youll handle escalated cases, identify systemic issues, contribute to product improvements, and mentor junior team members.Key Responsibilities :- Serve as a subject matter expert for the companys SaaS products and integrations.- Diagnose, troubleshoot, and resolve complex customer issues involving application logic, APIs, authentication, configuration, and data flow.- Collaborate with Engineering and Product teams to identify, document, and escalate product bugs or performance bottlenecks.- Reproduce customer environments and issues using tools like Postman, SQL queries, and debug logs.- Provide timely, detailed, and customer-friendly responses via ticketing systems, email, or live channels.- Create and maintain technical documentation, knowledge base articles, and runbooks to improve internal and customer self-service efficiency.- Contribute to process automation and support tooling improvements.- Mentor and provide guidance to Level I/II support engineers.- Participate in on-call rotations to ensure 24/7 support coverage for critical incidents.Required Skills & Qualifications :- Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience).- 5+ years of experience in a technical support or customer success role for SaaS applications.- Strong troubleshooting skills with web-based technologies (HTTP, REST APIs, JSON, HTML, JavaScript, CSS).- Hands-on experience with SQL and basic data querying or log analysis.- Familiarity with cloud platforms such as AWS, Azure, or GCP.- Experience with identity and access management (IAM), OAuth, SSO/SAML, or API authentication.- Proficient in ticketing systems (Zendesk, ServiceNow, Jira Service Management, etc.) and collaboration tools (Slack, Confluence, etc.)- Excellent written and verbal communication skills with a strong customer-first mindset (ref:hirist.tech)

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