Support Engineer III

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Support Engineer III in India.

We are seeking a highly skilled and experienced Support Engineer III to serve as a senior technical authority for complex enterprise applications. This role focuses on troubleshooting and resolving deep-level issues in Conversational AI platforms and SaaS/cloud infrastructure. You will work closely with global cross-functional teams, mentoring junior engineers, coordinating with product and R&D teams, and driving systemic improvements in support processes. This position is ideal for someone who thrives in fast-paced, high-pressure environments, enjoys problem-solving at scale, and is eager to make a direct impact on customer success and platform reliability.

Accountabilities:

· Act as the senior technical focal point for customer issues, owning and resolving cases within defined SLAs.

· Analyze, troubleshoot, and provide solutions for complex issues across SaaS/cloud infrastructure, web technologies, APIs, and backend systems.

· Collaborate with Product, R&D, and business teams to communicate and resolve critical technical challenges.

· Mentor and guide global team members to elevate overall team performance and technical expertise.

· Identify recurring problems and propose improvements to tools, processes, and workflows.

· Participate in on-call rotations, supporting high-severity incidents and production environments.

· Document technical solutions, workflows, and resolutions to maintain knowledge and best practices.

· –7 years of relevant technical support experience in SaaS/cloud platforms.

· Proficiency in SQL, Java, JavaScript, HTML, and object-oriented programming concepts.

· Strong knowledge of APIs, SDKs, mobile environments (iOS/Android), web protocols, and backend systems.

· Experience analyzing, troubleshooting, and resolving deep technical issues.

· Excellent verbal and written communication skills in English for interfacing with enterprise customers.

· Ability to work US hours (5 PM – 3 AM IST) and handle on-call duties for critical issues.

· Resilience in high-pressure situations, with strong service orientation and interpersonal skills.

· Bachelor's degree in Information Science, IT, Computer Science, Engineering, or Mathematics is preferred.

· Familiarity with monitoring and logging tools (Grafana, Kibana, Splunk, Graphite) and security/authorization principles.

· Personal time off: 15 days (including casual and care days).

· Comprehensive medical insurance covering employee, spouse, children, and parents/in-laws.

· Group personal accident and term life coverage (3x gross salary).

· Employee Stock Purchase Program (ESPP) with discounted shares.

· Learning and development stipends to support career growth.

· Volunteering days to contribute to social impact initiatives.

· Opportunity to work with a globally distributed, diverse, and high-performing team.

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile undergoes an AI-powered screening designed to identify top talent efficiently and fairly.
Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.
It compares your profile to the role's core requirements and past success factors to determine your match score.
Based on this analysis, the three candidates with the highest match are automatically shortlisted.
When needed, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias, focusing solely on your fit for the role. Once the shortlist is completed, it is shared directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are determined by their internal hiring team.

Thank you for your interest

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