Principal IT Technical Specialist

2 weeks ago

Tirupati, India beBeeTechnical Full time

Job Title: Technical Support Engineer About the Role:We are seeking a skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical support to enterprise customers after they have gone live with our platform. Key Responsibilities:Serve as a primary escalation point for customer-reported technical issues.Investigate and debug issues involving platform functionality, integrations (ERP, SSO, APIs), data discrepancies, and user configuration.Use tools like SQL, Postman, and log monitoring systems to perform in-depth root cause analysis.Collaborate with engineering and product teams to escalate and resolve bugs, and ensure timely communication to the customer.Maintain detailed case notes, documentation, and internal/external knowledge base content. Requirements:Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field — or equivalent experience.5+ years of experience in a technical support, product support, or similar customer-facing technical role (preferably in a SaaS environment).Understanding of procurement, supply chain, or enterprise systems (ERP, P2P, S2P platforms).Strong problem-solving skills with an analytical mindset.Experience with ticketing tools like Zendesk, Jira, or Freshdesk.Familiarity with APIs (REST/JSON), webhooks, and troubleshooting integrations.Basic knowledge of SQL for data analysis and issue investigation.Excellent communication skills — both written and verbal.Be easy to work with—maintain a positive, collaborative attitude, influence the team positively, and always be helpful. Nice-to-Have:Experience supporting procurement preferably or any SaaS products.Exposure to Single Sign-On (SSO), SAML, and OAuth authentication protocols.Familiarity with cloud platforms like AWS or Azure.Experience with log analysis and debugging tools.

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