Senior Technical Support Engineer

Job Description

About Worksoft

Worksoft empowers business and IT to deliver flawless applications faster and more efficiently with the ability to Capture, Automate & Run end-to-end business processes in pre-production and production environments.

Our solutions ensure business process quality and resilience by automating tests for SAP, Oracle, and other enterprise applications. Recognized by global enterprise customers and top system integrators as the 'gold standard' for SAP automated testing.

Worksoft&aposs automation is embedded into their ERP practices to support Agile, DevOps, and SAFe methodologies and accelerate digital transformations.

About The Role

We are seeking a proactive and skilled Senior Technical Support Engineer to join our growing SaaS team. This role is ideal for a hands-on professional who thrives on solving complex technical issues, working directly with customers, and collaborating with cross-functional teams to ensure high service availability and customer satisfaction.

Key Responsibilities

- Act as the senior point of contact for Level 2 & Level 3 support escalations from global customers.
- Troubleshoot and resolve complex issues related to SaaS applications, APIs, integrations, and cloud-based services.
- Perform root cause analysis (RCA) and implement preventive measures.
- Collaborate with product, engineering, and QA teams to escalate bugs, recommend improvements, and ensure timely fixes.
- Manage incident and problem resolution within defined SLAs.
- Guide junior support engineers and share best practices.
- Maintain detailed technical documentation, knowledge base articles, and support processes.
- Provide regular feedback to enhance customer experience and product usability.

Required Skills & Experience

- 5+ years in technical support roles, preferably in SaaS or cloud-based environments.
- Strong troubleshooting skills in web applications, APIs, SQL, and cloud platforms (AWS, Azure, GCP).
- Hands-on experience with ticketing tools (e.g., Zendesk, Jira Service Desk, ServiceNow).
- Familiarity with monitoring tools (e.g., Datadog, New Relic, Splunk).
- Excellent communication and stakeholder management skills.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Experience mentoring junior team members is a plus.

Preferred Qualifications

- Bachelors degree in Computer Science, Information Technology, or related field.
- ITIL or other relevant certification.
- Understanding of SaaS security and compliance best practices.

What We Offer

- Opportunity to work on cutting-edge cloud and storage technologies with top enterprise clients.
- Collaborative and supportive team environment with focus on professional growth.
- Competitive compensation and benefits package.

Experience: minimum 7+ years

Mode of Work: Onsite

Reports To: CTO

Location: Hyderabad

Employment Type: Full-Time, Onsite (customer site)

What Sets us Apart

- Opportunity to make a difference in a rapidly growing company while working directly with enterprise customers
- You will be challenged and encouraged to broaden your skills in a strategic customer-facing role
- Great health benefits, PTO, and holiday policies
- Professional development opportunities and exposure to cutting-edge enterprise technologies
- Direct impact on customer success and platform optimization

WORKSOFT VALUES

Team No egos here ... just great people, fun, flexibility and trust.

Respect We welcome, we include, and we respect everyone.

Urgency Have the courage to take risks. Uncover Opportunities and seize the moment.

Success Take ownership, drive innovation and deliver results.

Truth Honesty, integrity and ethical behavior are our truths.

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