Senior Support Engineer

Senior Support EngineerDepartment SupportEmployment Type Full TimeLocation IndiaDescriptionShape the Future of Work with EpturaAt Eptura we re not just another tech company-we re a global leader transforming the way people workplaces and assets connect Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world Trusted by 45 of Fortune 500 companies we re redefining workplace innovation and driving success for organizations around the globe Are you an experienced support professional who thrives in a fast-paced environment As a Senior Support Engineer at Eptura you ll play a critical role in delivering exceptional technical assistance to our clients ensuring seamless experiences across our software solutions You ll leverage your deep expertise to diagnose complex issues mentor junior team members and drive continuous improvement in support processes If you have a passion for solving problems a strong technical foundation and a commitment to customer success we d love to hear from you Responsibilities Expert Technical Support - Provide high-quality technical assistance through chat phone and email troubleshooting and resolving complex customer issues Issue Analysis Resolution - Perform in-depth problem analysis isolate root causes and develop innovative solutions or workarounds Escalation Management - Manage high-priority cases working closely with engineering and product teams to resolve issues efficiently Knowledge Leadership - Serve as a subject matter expert on Eptura s products guiding customers and internal teams with clear actionable insights Process Improvement - Identify inefficiencies in support workflows and recommend strategies to enhance service quality Bug Feature Tracking - Identify document and submit software bugs and feature requests to improve product functionality Team Collaboration - Work closely with Tier 2 support engineers and incident management teams to ensure timely resolution of complex cases Customer Advocacy - Build strong relationships with clients ensuring they feel valued and supported throughout their journey with Eptura Training Documentation - Develop technical guides FAQs and training resources to empower both customers and internal teams About You Proven Support Experience - 3 years of experience in a technical support role preferably in a SaaS or enterprise software environment Outstanding Customer Service Skills - Ability to communicate effectively providing a reassuring and solution-focused experience for users Advanced Troubleshooting Ability - Expertise in diagnosing and resolving software issues with precision and efficiency Technical Proficiency - Strong understanding of software applications system integrations and debugging methodologies Analytical Mindset - Skilled in using data and insights to improve support processes and enhance customer experiences Process Knowledge - Familiarity with the software development lifecycle incident management and support best practices Self-Starter Mentality - Ability to work independently prioritize tasks and manage multiple support cases simultaneously Collaborative Approach - A team player who thrives in a cross-functional environment supporting colleagues and driving shared success Benefits Health insurance fully paid-Spouse children and Parents Accident insurance fully paid Flexible working allowance 25 days holidays 7 paid sick days 10 public holidays Employee Assistance Program Eptura Information Follow us on Twitter LinkedIn Facebook YouTube Eptura is an Equal Opportunity Employer At Eptura we promote our flexible workspace environment free from discrimination We believe that diversity of experience perspective and background leads to a better environment for all our people and a better product for our customers Everyone is welcome at Eptura no matter where you are from and the more diverse we are the more unified we will be in ensuring respectful connections all around the world LI-PG1 LI-Hybrid