Senior Technical Support Engineer

Job Title: Sr. Technical Support Engineer

Job Level: IC3

Job Overview: Simpplr is a rapidly growing SaaS company, and we are seeking an experienced Senior Technical Support Engineer to join our Technical Support Team. In this role, you will be responsible for diagnosing and resolving technical issues for our customers from their first day using Simpplr. You will play a crucial role in ensuring a seamless user experience by providing expert troubleshooting and proactive issue resolution.

This position is ideal for individuals who thrive in a fast-paced, high-growth environment and can make quick, effective decisions. Strong written and verbal communication skills, customer empathy, and problem-solving abilities are essential. You will collaborate closely with Product, Engineering, and Customer Success teams to drive customer satisfaction and provide best-in-class support.

You will be the first-line technical support for Simpplr's Enterprise customers and provide second-line support for Digital and Commercial customers via Zendesk, phone calls, and live troubleshooting sessions.

Your Job Responsibilities:

• Provide expert-level troubleshooting and technical support for Simpplr customers post-implementation.
• Review, triage, and diagnose customer-reported issues, functional queries, admin requests, and feature requests.
• Collaborate closely with Product, Engineering, and Customer Success teams to ensure timely resolution of complex issues.
• Lead incident management processes for customer-impacting outages and drive resolution efforts.
• Research and analyze complex cases, contributing to the internal Knowledge Base and Community forums.
• Utilize debugging tools and available resources to investigate technical issues and provide detailed insights.
• Ensure all support interactions are properly documented, following established processes and best practices.
• Identify recurring issues and contribute to proactive support measures and process improvements.

What makes you a great fit for the team:

• Technical
  • 3 years of experience in a direct customer-facing support role, handling technical troubleshooting.
  • 3 years of experience troubleshooting modern web applications.
  • Strong knowledge of Database technologies (SQL, MongoDB, Oracle) and the ability to write and execute queries.
  • Familiarity with APIs and knowledge of API debugging using Postman or cURL.
  • Strong ability to debug API and HAR files to diagnose and resolve complex technical issues.
  • Experience supporting SSO, SAML, Provisioning, User Sync, HRIS, and other integrations.
  • Hands-on experience with any log analysis tools (CloudWatch, Observe, Kibana, Loggly, Splunk, Coralogix) to investigate system behaviors and diagnose issues.
  • Familiarity with any Web Scripting languages (JavaScript/NodeJS, HTML, CSS, C, C , Java, Python) to assist in troubleshooting.
  • Proficiency in support ticketing tools (Zendesk, JIRA, Salesforce Service Cloud).
  • Understanding of APIs and integrations, including the ability to test API calls and analyze responses.
  • Experience working with Enterprise clients, with the ability to manage and troubleshoot issues in a complex IT environment.
• Communication & Customer interaction
  • Excellent written and verbal communication skills with a focus on clear, concise, and professional responses.
  • Ability to support and communicate effectively with US-based customers, tailoring responses based on customer profiles (technical vs. non-technical users).
  • Comfortable with client phone/video calls to troubleshoot live issues, gather evidence, and set clear expectations.
  • Strong customer empathy with a proactive approach to ensuring a smooth customer experience.
• Cultural
  • Passionate about customer experience and dedicated to improving product adoption and usability.
  • Proactive problem solver who takes initiative to implement improvements where necessary.
  • Ability to work effectively across different teams, appreciating multiple perspectives to drive resolutions.
  • Strong technical curiosity and a desire to continuously learn and develop within the field.
  • Positive team player who contributes to a collaborative and engaging work environment.
  • Willingness to work flexible hours to support a global customer base, particularly US customers.

Preferred but not required:

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent experience.
• Completion of a coding boot camp or relevant technical certification.
• Experience with Intranet Software (Jive, Unily, LumApps, SharePoint, Confluence, Jira).
• Familiarity with AWS-based applications and cloud computing services.