Technical Support Engineer

Job Description About Us Neewee is an Enterprise SaaS Solutions provider in Manufacturing Scheduling, specializing in Production, Quality Control, and Maintenance Scheduling across critical sectors including Pharmaceuticals and Process Industries. We are committed to innovation, operational excellence, and empowering our clients with intelligent, future-ready scheduling and manufacturing solutions. Role Summary Seeking a proactive Technical Support Engineer to deliver exceptional enterprise customer support for Neewee products, driving timely issue resolution, product adoption, and customer success. The role requires strong technical acumen, structured problem-solving, and effective cross-functional collaboration with Product, Engineering, and Analytics teams. Key Responsibilities ؠProvide accurate, timely responses to clients by diagnosing issues and guiding them through corrective steps. ؠDeliver services and resolve incidents/problems in adherence to SLAs and service agreements. ؠDevelop deep, hands-on expertise in Neewee products and their customer use cases. ؠDiagnose complex software issues; collaborate with Product and Engineering for root-cause analysis and durable fixes. ؠCommunicate clear, tailored solutions that resolve issues and increase product usage aligned to customer business goals. ؠDemonstrate persistence and ownership in the face of roadblocks; proactively engage the right stakeholders to drive closure with minimal oversight. ؠTake initiative to identify and fix issues before assignment; validate approaches via PoCs, tests, and external research. ؠPrioritize effectively; focus on impact and avoid distractions from low-value tasks. ؠUnderstand the business processes supported by the assigned pillar(s) and how support activities enable outcomes. ؠPartner with Product and Analytics to drive incidents and problems to closure, ensuring end-to-end accountability. ؠIdentify risks and gaps in own work and across the team; surface them early with mitigation proposals. ؠProvide timely, constructive feedback to peers and managers to elevate team performance. ؠClarify assumptions and requirements upfront to minimize rework. ؠMentor and groom junior support engineers; contribute to a culture of continuous learning. ؠSeek feedback proactively and implement improvements to tools, processes, and customer interactions. ؠUnderstand how tasks fit into the broader project roadmap; flag requirement issues or ambiguities. ؠBuild, maintain, and manage the Known Error Database (KEDB). ؠContinuously refine and improve the customer support process and playbooks. ؠInteract with multiple customers in a fast-scaling environment while maintaining quality and consistency. Qualifications ؠBachelor's degree in software engineering or a related field, or equivalent practical experience. Experience & Skills ؠ3+ years in enterprise software customer support. ؠ3+ years working with Incident/Problem Management tools (e.g., Freshdesk, ServiceNow, Jira, Azureat least one). ؠExperience leading and upskilling support teams; effective interface between team and management. ؠHands-on OS administration on Linux/Unix and Windows: memory/CPU checks, process management, logging, debugging, and scripting. ؠScripting and database skills: Python/Shell scripting; PL/SQL; PostgreSQL/Oracle (at least one major RDBMS). ؠDemonstrate with examples where productivity improvement tools were used to enhance efficiency and support outcomes. ؠExperience with GCP log analysis, monitoring, and database usage. Soft Skills ؠStrong problem-solving and critical thinking abilities ؠExcellent written and verbal communication. Able to tailor messages to customers and stakeholders. ؠProven ability to work collaboratively in cross-functional Agile teams ؠHighly organized, with an ability to manage multiple tasks and priorities ؠSelf-driven and proactive in identifying issues and proposing solutions ؠDemonstrated attention to detail and a passion for delivering world-class customer support/service. Role Requirements ؠFlexible and adaptable to shift timings and follow monthly roaster. ؠSupport Role follows 6 days work week. Nice to Have ؠExperience with SaaS products. ؠStartup experience. ؠAbility to read and understand Java code for debugging. ؠKnowledge of Kubernetes. Note:By applying to this position, you hereby consent to the collection, processing, and storage of your personal data by Neewee Analytics Pvt Ltd. for recruitment and related purposes, in accordance with the provisions of the Digital Personal Data Protection Act, 2023. Your information will be handled with strict confidentiality and used solely for evaluating your candidacy.