Senior Technical Support Engineer

15 hours ago

Goa, India Germin8 Full time

The Opportunity
Were looking for a Technical Support Engineer who will be the first line of defense in resolving technical challenges faced by our customers. Youll combine technical expertise, problem-solving skills, and excellent communication to troubleshoot issues, provide guidance, and ensure smooth usage of Joyfuls products.

Youll also contribute to Vibe Supportour approach to making every support interaction collaborative, empathetic, and Youll Do :

Customer Issue Resolution

  • Act as the primary contact for customer-reported technical issues via email, chat, or calls
  • Troubleshoot and resolve software, integration, and configuration problems
  • Reproduce issues in test environments to identify root causes
  • Escalate complex issues to engineering teams with clear documentation and reproduction steps

Product Knowledge & Guidance

  • Maintain an up-to-date understanding of product features, integrations, and AI-powered capabilities
  • Guide customers in using analytics, dashboards, and automation features effectively

Collaboration & Continuous Improvement

  • Work closely with engineering teams to relay recurring issues, bugs, and customer feedback
  • Document solutions, FAQs, and troubleshooting guides for internal and customer-facing knowledge bases
  • Contribute to process improvements for faster resolution and better customer satisfaction

Monitoring & Proactive Support

  • Monitor platform health, alerts, and logs to identify potential issues before they impact customers
  • Assist in release verification, sanity checks, and post-deployment testing
  • Provide feedback to product teams on usability and supportability Youll Need :
  • 13 years of experience in technical support, application support, or related roles (fresh graduates with strong skills may also apply)
  • Strong troubleshooting skills and logical thinking
  • Basic understanding of web applications, APIs, and cloud services (AWS, Azure, or GCP)
  • Familiarity with databases (SQL/NoSQL) and querying basics
  • Exposure to tools like Jira, Confluence, monitoring dashboards, or log analysis tools is a plus
  • Excellent communication skills in Englishboth written and verbal
  • Patience, empathy, and a customer-first mindset
  • Ability to work in shifts if required for global support Join Joyful?
  • Be part of a team that directly impacts customer success and satisfaction
  • Work on AI-powered products that are transforming customer engagement
  • Develop both technical and soft skills in a fast-paced SaaS environment
  • Collaborate with engineering, product, and AI specialists to solve challenging problems
  • Enjoy a supportive workplace with a culture that values learning, growth, and positive customer vibes
  • Work from our beautiful Goa office with the latest tools and resources

At Joyful, our support engineers dont just answer ticketsthey create experiences that turn customers into advocates. If you love solving problems and making peoples day better, wed love to hear from you

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