Tier 2 Technical Support Engineer

Role Description:
As a Tier 2 Technical Support Engineer, you will play a key role in the Support Engineering Team at myKaarma, working to resolve complex customer issues and ensure platform reliability and product stability. You will be responsible for identifying the root causes of issues and recommending a workaround, also collaborating closely with the Engineering and Product teams for solving higher priority issues to achieve quicker resolution and higher customer satisfaction. This role offers the chance to work with a talented team and develop expertise in coding and debugging abilities, and deepen your expertise in automotive SaaS and technical support operations.

How to Stand Out:
Here's a scenario to illustrate the innovative approach we value:

Q:  "You receive a high-priority ticket escalated from Tier 1. The issue seems intermittent, and the customer is frustrated. How would you approach diagnosing and resolving this?" 

We'd love to hear something like this…

A: "I'd begin by reproducing the issue in a controlled environment and carefully reviewing logs, data, and relevant code paths. If the problem isn't immediately clear, I'd dig deeper — adding temporary debug points, analyzing SQL queries, and checking for edge cases. At the same time, I'd keep the customer updated with clear communication to reduce frustration. If I identified a potential root cause, I'd validate it by testing, and if a permanent fix required Engineering, I'd provide them with detailed logs, reproduction steps, and impact analysis to speed resolution. The goal is not just to fix the issue quickly, but to ensure it doesn't recur and the customer regains confidence in the platform

Key Responsibilities: 

• Diagnose tickets escalated by Tier 1 using, but not limited to, the following avenues: scrutinizing application logs, analyzing business data, and crawling through code.
• Collaboration with the Engineering team for solving high-priority issues, understanding implementation of new features or architecture changes to better support corresponding tickets.
• Collaboration with Product teams for higher priority issues, as well as customer suggestions.
• Contribute to building internal software.

Required Skills and Qualifications:

• Proficiency in writing and understanding SQL queries, ability to read and analyze code, strong debugging and problem-solving skills.
• Strong understanding of any one object-oriented language.
• Quick learner and willing to dive into new technologies and contexts.

Nice to Have Skills & Qualifications 

• Competency in writing code in Java.
• Familiarity with SQL and NoSQL databases.
• Exposure to microservices architecture, Spring Boot, and RESTful APIs.
• Experience with debugging tools, Postman, and tools like Jira for ticket tracking.

We value diverse experiences and backgrounds, so we encourage you to apply if you meet some but not all of the listed qualifications.

Total Rewards at myKaarma

At myKaarma, we offer a comprehensive Total Rewards package that extends beyond the base salary. Our commitment to competitive compensation includes bonuses and benefits that support both personal and professional well-being:

• Flexible Work Environment: We embrace a high-performance, flexible structure that values freedom and responsibility. Our "Highly Aligned, Loosely Coupled" model empowers teams to innovate and continuously improve using data-driven insights.
• Health and Wellness: Comprehensive medical, dental, vision, life, and disability benefits, along with wellness and telework stipends.
• Time Off: Generous vacation time to recharge and balance life outside work.
• In-Office Perks: Enjoy dog-friendly offices and unlimited snacks or refreshments onsite.

The starting salary range for this role is 10 Lakhs , depending on experience and qualifications, reflecting our dedication to competitive industry compensation. Additional details about our Total Rewards package will be shared during recruitment.

Our Commitment to Inclusion

At myKaarma, diverse perspectives drive innovation and success. We are committed to creating a safe, welcoming, and inclusive workplace where every employee feels valued and empowered and can do meaningful work. Our mission to deliver exceptional solutions to our clients is strengthened by the unique contributions and perspectives of our team members from all backgrounds.

As an equal opportunity employer, myKaarma prohibits any form of unlawful discrimination or harassment based on race, color, religion, gender, gender identity, gender expression, sexual orientation, national origin, family or parental status, disability, age, veteran status, or any other status protected by applicable laws in the regions where we operate. We adhere to all EEOC regulations and actively promote an environment that celebrates and supports diversity, equity, and inclusion for all.

Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. Reasonable accommodation is a change in the way things are normally done, which will ensure an equal employment opportunity without imposing undue hardship on myKaarma. Please let us know if you require reasonable accommodations during the application or interview process by filling out this form. 

myKaarma participates in the E-Verify Program.