Technical Support Engineer III

3 weeks ago

Bengaluru, India Hireveda Full time

About the Role : We are seeking a highly skilled and experienced Technical Support Engineer III to join our dynamic B2B SaaS support team. This role demands a technical expert who can effectively troubleshoot complex issues, provide exceptional customer service, and act as a trusted advisor to our enterprise clients. You will be instrumental in ensuring the reliability and success of our SaaS products through deep technical knowledge and proactive customer engagement.Key Responsibilities : - Serve as a senior escalation point for complex technical issues involving SaaS applications, integrations, and cloud infrastructure. Troubleshoot, diagnose, and resolve customer-reported problems with efficiency and accuracy.- Work closely with Engineering, Product, and Customer Success teams to identify bugs, advocate for customer needs, and contribute to product improvements.- Leverage in-depth knowledge of SaaS architecture and cloud-based integrations to guide customers through configuration, optimization, and troubleshooting.- Utilize and manage customer support tools and platforms such as Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, and GetFeedback to track, prioritize, and communicate issues effectively.- Partner with Customer Success Managers to ensure customers receive a seamless and proactive support experience, driving adoption and satisfaction.- Create and maintain comprehensive technical documentation, FAQs, and support guides. Mentor junior support engineers and contribute to continuous team learning.- Lead incident response and root cause analysis for critical issues, providing clear communication to stakeholders and customers during outages or disruptions.- Provide expert technical support for telephony, dialer, and web conferencing platforms including Outreach, Dialpad, Genesys, 8x8 TalkDesk, 3CLogic, and Five9.Required Qualifications : - 7+ years of progressive experience as a Technical Support Engineer within a B2B SaaS environment.- 5+ years in SaaS Customer Success, Support, or Services, demonstrating strong customer advocacy.- Proven working technical knowledge of SaaS applications, cloud integrations (AWS, Azure, GCP), and modern SaaS architecture.- Hands-on experience with customer support platforms such as Zendesk, Freshdesk, PagerDuty, OpsGenie, Atlassian StatusPage, JIRA, Confluence, and feedback tools like GetFeedback.- Bachelors Degree in Computer Science, Information Technology, or a related fieldor equivalent professional experience.- Strong problem-solving skills with the ability to analyze complex technical issues and communicate solutions clearly.- Exceptional customer service orientation and ability to manage challenging situations calmly and professionally. (ref:hirist.tech)

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