Senior Product Support Engineer

HyperVerge is a fast-growing AI company started by IITians with presence in Palo Alto, Irving, Bangalore and Ho Chi Minh. Leading Consumer Lenders, Telcos and Financial Services companies use HyperVerge's Fintech Platform for customer onboarding, identity verification, fraud check and other services.

Role Summary

HyperVerge is seeking a seasoned technical leader and highly customer-focused
Senior
Technical Support Engineer to serve as the
primary escalation point
and technical expert for our US-based enterprise clients. You will be responsible for resolving the most complex, high-priority issues, driving
Root Cause Analysis (RCA)
, leading cross-functional resolution efforts, and
mentoring junior team members
. Your role is critical to maintaining high customer retention and positive sentiment for our US-based accounts.

What You'll Do: Responsibilities & Core Functions

• Incident & Escalation Management:
  Serve as the
  owner and final resolution point
  for all customer issues.
  Proactively de-escalate
  tense/tough customer situations and provide concise, executive-level communication.
• Advanced Diagnostics & RCA:
  Conduct deep-dive Root Cause Analysis (RCA) on recurring and complex production issues. This involves analysing API logs, debugging software, writing
  SQL queries
  , and utilising platform monitoring tools (e.g., Grafana, Kibana, Metabase).
• Accountability & Outcome Ownership:
  Drive customer success metrics by ensuring strict adherence to
  Response and Resolution SLAs
  across all critical incidents. Systematically deliver comprehensive Incident Review and Root Cause Analysis (RCA) reports for P1/P2 issues to eliminate recurrence and achieve a consistently
  high CSAT score
  .
• Process & Quality Improvement:
  Proactively identify gaps in support processes, tooling, and documentation. Design, implement, and govern new playbooks, automation scripts, and workflows to enhance team efficiency and resolution quality. Consistently work with engineering team to identify issue patterns and reduce ticket inflow
• Mentorship & Knowledge Sharing:
  Coach and mentor junior support engineers, conduct technical training sessions, and review their incident reports. Create and maintain comprehensive, detailed documentation for complex resolutions.
• Cross-Functional Advocacy:
  Act as a technical liaison between the customer and internal teams (Engineering, Product, Integrations) to advocate for timely fixes and champion long-term product improvements.

What We're Looking For: Qualifications & Competencies

• Experience:
  Minimum 4-5 years
  of progressive technical application or product support experience, with
  at least 3 years directly supporting US-based B2B enterprise/SaaS customers.
  Proven experience managing high-severity (P1/P2) incidents and leading customer de-escalation efforts.
• US Enterprise Acumen:
  Deep knowledge of
  US business etiquette, communication styles,
  and
  enterprise support expectations
  , including strict adherence to SLAs, delivery of comprehensive incident reviews and root cause analysis (RCA) reports, and the ability to maintain a professional, solutions-oriented demeanour across all interactions.
• Technical Depth:
  Expert in problem-solving and diagnostic skills. A
  firm understanding of the Web ecosystem
  and experience supporting
  REST API
  integrations and platform troubleshooting.
  Strong proficiency in one or more programming languages
  (e.g., Python, Java, JavaScript) to assist with issue replication, testing, and debugging (reading and debugging). Experience with service desk systems (e.g., JIRA, Fresh Desk) and understanding of data storage technologies (e.g., MongoDB, MySQL).
• Communication & Leadership:
  Exceptional
  professional, and diplomatically precise
  written and verbal communication skills tailored for a US enterprise audience. Demonstrated ability to lead resolution efforts under pressure.
• Industry Focus:
  Prior experience in a product-based startup and the
  Fintech/Financial Services domain is highly preferred.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Demonstrated leadership or mentorship experience.
• Excellent interpersonal skills and a highly collaborative attitude.
• Willingness to work in a Hybrid setup.
• As the role is for the US clientele,
  the candidate should be
  flexible to work in US business hours
  and participate in a rotating on-call schedule.