We are looking for an experienced Technical Support Engineer III to provide advanced troubleshooting, technical guidance, and customer-facing support for our SaaS applications.

This role involves handling complex issues, mentoring junior team members, collaborating with product and engineering teams, and ensuring customer satisfaction by resolving escalated cases efficiently.

You will act as a subject-matter expert (SME) and play a critical role in maintaining platform reliability and customer trust.

Key Responsibilities :

- Handle Level 3 (L3) escalations, reproducing and diagnosing complex technical issues across SaaS platforms.

- Analyze logs, API calls, configuration settings, integrations, and backend workflows to identify root causes.

- Troubleshoot issues related to authentication, network connectivity, performance, data sync, and UI/UX inconsistencies.

- Work closely with Engineering to resolve product bugs and deliver hotfixes or patches.

- Become a domain expert in the companys SaaS products, features, workflows, and architecture.

- Understand integrations with third-party systems, REST APIs, webhooks, SSO/SAML, OAuth, and data pipelines.

- Assist customers with complex configuration, onboarding, and product optimization scenarios.

- Take ownership of high-priority and high-impact customer cases from diagnosis to resolution.

- Communicate technical solutions clearly and professionally to both technical and non-technical customers.

- Ensure timely follow-ups, SLAs, and high customer satisfaction (CSAT) scores.

- Participate in customer calls to explain solutions, guide best practices, and prevent repeat issues.

- Work closely with Development, QA, DevOps, and Product teams to escalate and track defects.

- Provide detailed issue documentation, logs, replication steps, and test results.

- Participate in release cycles by validating fixes and anticipating customer-impacting changes.

- Create and maintain internal technical documentation, KB articles, troubleshooting guides, and runbooks.

- Identify patterns in recurring issues and propose proactive fixes or product enhancements.

- Mentor Tier I and Tier II support engineers, providing training on tools, debugging, and best practices.

- Use monitoring tools (Datadog, Grafana, New Relic, Splunk, etc.) to observe system health and identify anomalies.

- Collaborate with DevOps teams to investigate outages, latency issues, and service interruptions.

- Participate in on-call rotation for critical incidents.

Required Skills & Qualifications :

- 4-7+ years of experience in Technical Support or Application Support roles for SaaS or cloud-based products.

- Strong troubleshooting skills with knowledge of :

Web technologies : HTTP, REST APIs, JSON, XML

Authentication : SSO, SAML, OAuth2, JWT

Databases : SQL queries, indexing, debugging

Logs and monitoring tools (Splunk, ELK, Datadog, New Relic)

- Hands-on experience with Linux/Unix, command-line tools, shell scripting.

- Familiarity with cloud platforms (AWS, Azure, or GCP) and SaaS architectures.

- Experience with Java, Python, or JavaScript for reading/debugging code (basic to intermediate level).

- Understanding of networking concepts : DNS, VPN, proxies, SSL/TLS, firewalls