Technical Support Engineer

Key Responsibilities :

- Deliver high-quality technical support to global customers using voice, chat, and email channels.

- Troubleshoot and resolve customer-reported issues related to SaaS products and integrations.

- Utilize tools like Kibana, Postman, CURL, REST clients, FTP clients, and Jira to analyze and debug technical issues.

- Execute and interpret MySQL queries for root cause analysis.

- Handle support tickets end-to-end with attention to detail, clear communication, and a sense of urgency.

- Maintain accurate documentation of issues, solutions, and best practices.

- Collaborate with cross-functional teams including Engineering, Product, and Customer Success to escalate and resolve customer concerns.

- Proactively identify areas of improvement in processes, customer communication, and documentation.

- Participate in shift rotations covering US Central Time Zone hours, including weekend and holiday coverage as needed.

Requirements (Must Have) :

- 5+ years of overall experience, including 1-2+ years in a SaaS-based product company supporting international clients.

- Proven customer-facing experience providing technical support to English-speaking customers.

- Proficiency in using HTML, running API calls using CURL, and working with tools like REST Client, Postman, Kibana, Jira, FTP clients.

- Strong problem-solving and troubleshooting skills with a customer-first mindset.

- Ability to read, write, and speak fluent English with excellent interpersonal and communication skills.

- Hands-on experience writing and executing MySQL queries.

- Strong phone etiquette, time management, and work ethic.

- Bachelors degree in Computer Science, BCA, MCA, Information Systems, or Engineering, or equivalent practical experience.

Preferred Qualifications (Good to Have) :

- Experience with upselling or cross-selling in a customer support environment.

- Familiarity with Webhook and API integrations (e.g., Zapier).

- Working knowledge of e-commerce platforms and payment systems such as PayPal, Stripe, CyberSource, etc.

- Previous experience supporting merchant or transactional systems is a plus