Lead Technical Support Engineer (L2)

Syncware; Pune District; Hybrid; INR 1,200,000 - 1,800,000; Full time

Job summary

Syncware is seeking a Technical Support Engineer to own escalations, liaise with Engineering, and troubleshoot complex production issues across integrations, APIs, and databases. You will analyze logs, write SQL, and validate fixes using Postman in a fast-paced environment.

You’ll monitor environments with New Relic and Datadog, document findings, and collaborate on hotfixes and onboarding activities.

Qualifications

• 4+ years of experience in Technical Support Engineering, Production Support, Application Support, or Site Reliability-related roles.

Responsibilities

• Own technical investigation and resolution of customer escalations received from the L1 Customer Support team.
• Act as the primary technical liaison between Customer Support and the Engineering team (L3).
• Troubleshoot complex production issues across integrations, APIs, workflows, databases, infrastructure, and application services.
• Perform root cause analysis and document findings to improve future incident resolution.
• Monitor production environments using observability platforms such as New Relic and proactively identify potential issues before they impact customers.
• Analyze application logs, API requests, infrastructure metrics, and database records to identify failures.
• Debug API integrations involving REST, SOAP, and GraphQL services.
• Write and execute SQL queries to investigate production data issues safely and accurately.
• Use tools such as Postman to reproduce customer issues, validate APIs, and verify fixes.
• Support complex customer onboarding activities where deeper technical expertise is required.
• Collaborate with Engineering during production incidents, deployments, and emergency hotfixes.
• Validate hotfixes before release and assist in post‑deployment verification.
• Create and maintain troubleshooting guides, runbooks, and internal knowledge base articles.
• Continuously identify recurring issues and work with Engineering to reduce operational overhead through product improvements.

Skills

C# / .NET

SQL

Distributed apps / APIs

REST / SOAP / GraphQL

Debugging & troubleshooting

Documentation

US hours overlap

Logging & metrics analysis

Monitoring tools

Communication skills

Tech ownership of escalations

Tools

Postman

Datadog

New Relic

Job description

What We're Looking For

Must Have

• 4+ years of experience in Technical Support Engineering, Production Support, Application Support, or Site Reliability-related roles.


• Ability to read, analyze, and write code fixes within existing C# and .NET codebases.


• Strong SQL skills with the ability to investigate production data issues independently.


• Experience troubleshooting distributed web applications and API-driven platforms.


• Solid understanding of REST APIs, SOAP services, and GraphQL.


• Hands‑on experience using API testing tools such as Postman.


• Strong analytical and debugging skills with a structured approach to problem‑solving.


• Experience working with application monitoring and observability platforms such as Datadog and New Relic.


• Comfortable analyzing logs, stack traces, exception reports, and infrastructure metrics.


• Excellent written communication skills for documenting investigations and collaborating across teams.


• Willingness to work with partial overlap during US business hours.

What You'll Do

• Own technical investigation and resolution of customer escalations received from the L1 Customer Support team.


• Act as the primary technical liaison between Customer Support and the Engineering team (L3).


• Troubleshoot complex production issues across integrations, APIs, workflows, databases, infrastructure, and application services.


• Perform root cause analysis and document findings to improve future incident resolution.


• Monitor production environments using observability platforms such as New Relic and proactively identify potential issues before they impact customers.


• Analyze application logs, API requests, infrastructure metrics, and database records to identify failures.


• Debug API integrations involving REST, SOAP, and GraphQL services.


• Write and execute SQL queries to investigate production data issues safely and accurately.


• Use tools such as Postman to reproduce customer issues, validate APIs, and verify fixes.


• Support complex customer onboarding activities where deeper technical expertise is required.


• Collaborate with Engineering during production incidents, deployments, and emergency hotfixes.


• Validate hotfixes before release and assist in post‑deployment verification.


• Create and maintain troubleshooting guides, runbooks, and internal knowledge base articles.


• Continuously identify recurring issues and work with Engineering to reduce operational overhead through product improvements.

What Success Looks Like

Within your first few months, you will:

• Become the technical owner for L2 production investigations.


• Resolve customer escalations with minimal Engineering involvement whenever possible.


• Reduce incident resolution time through structured troubleshooting and root cause analysis.


• Improve collaboration between Customer Support and Engineering.


• Help maintain a stable and reliable production environment through proactive monitoring and rapid incident response.


• Contribute to a culture of operational excellence by identifying recurring issues and driving long‑term improvements.