Technical Support Engineer III - SaaS Applications

About the Role :

Were looking for an experienced Technical Support Engineer III to join our global support team. In this role, you will serve as a technical expert for our SaaS applications, working directly with customers, product, and engineering teams to resolve complex technical issues and ensure exceptional customer satisfaction.

As a Level III engineer, youll handle escalated cases, identify systemic issues, contribute to product improvements, and mentor junior team members.

Key Responsibilities :

- Serve as a subject matter expert for the companys SaaS products and integrations.

- Diagnose, troubleshoot, and resolve complex customer issues involving application logic, APIs, authentication, configuration, and

data flow.

- Collaborate with Engineering and Product teams to identify, document, and escalate product bugs or performance bottlenecks.

- Reproduce customer environments and issues using tools like Postman, SQL queries, and debug logs.

- Provide timely, detailed, and customer-friendly responses via ticketing systems, email, or live channels.

- Create and maintain technical documentation, knowledge base articles, and runbooks to improve internal and customer self-service efficiency.

- Contribute to process automation and support tooling improvements.

- Mentor and provide guidance to Level I/II support engineers.

- Participate in on-call rotations to ensure 24/7 support coverage for critical incidents.

Required Skills & Qualifications :

- 5+ years of experience in a technical support or customer success role for SaaS applications.

- Strong troubleshooting skills with web-based technologies (HTTP, REST APIs, JSON, HTML, JavaScript, CSS).

- Hands-on experience with SQL and basic data querying or log analysis.

- Familiarity with cloud platforms such as AWS, Azure, or GCP.

- Experience with identity and access management (IAM), OAuth, SSO/SAML, or API authentication.

- Proficient in ticketing systems (Zendesk, ServiceNow, Jira Service Management, etc.) and collaboration tools (Slack, Confluence, etc.)

- Excellent written and verbal communication skills with a strong customer-first mindset