Senior Customer Support Engineer

Persistent Systems; Pune District; On-site; INR 800,000 - 1,400,000; Full time

Benefits offered by this job

Competitive salary package

Hybrid work options

Long Service awards

Annual health check-ups

Group term life insurance and MediclaI

Job summary

Persistent Systems is seeking a Senior Customer Support Engineer to join our team and deliver high-quality B2B SaaS technical support to external customers. You will troubleshoot SaaS issues, analyze logs, APIs, and network connectivity, and coordinate with internal engineering teams to resolve escalations.

The role requires 4–10 years of experience, willingness to work in a 24x7 on-call rotation, and comfort with telecom technologies such as LTE/5G.

Qualifications

• Experience providing B2B SaaS technical support for external customers.
• Ability to troubleshoot SaaS issues across software, APIs, networks and cloud.
• Comfortable with 24x7 support and on-call rotations.

Responsibilities

• Provide technical support to external customers and ensure great customer experience.
• Troubleshoot SaaS application issues related to software, APIs, connectivity, networks, and file transfers.
• Log and track customer issues in the case management system.
• Coordinate with internal development teams to resolve escalated issues.
• Document processes, FAQs, and share service updates.
• Work with cross-functional teams and participate in on-call support.

Skills

B2B SaaS support

APIs

Network troubleshooting

LTE/5G

Carrier networks

Logs monitoring

On-call rotations

Customer communication

Job description

About Position

This role is for a Technical Customer Support / SaaS Support Engineer who supports external customers using a cloud-based (SaaS) telecom platform. The person will troubleshoot technical issues, analyze logs, APIs, network and connectivity problems, and work closely with internal engineering teams to resolve escalated issues. The role involves 24*7 B2B mission critical support, strong customer communication, and hands-on work with telecom technologies (LTE/5G), cloud systems, and troubleshooting tools.

Role

Senior Customer Support Engineer

Location

All Persistent Location

Experience

4 to 10 years

Job Type

Full Time Employment

What You'll Do

• Provide technical support to external customers and ensure great customer experience
• Troubleshoot SaaS application issues related to software, APIs, connectivity, networks, and file transfers
• Log and track customer issues in the case management system
• Coordinate with internal development teams to resolve escalated issues
• Document processes, FAQs, and share service updates
• Work with cross?functional teams and participate in on?call support

Expertise You'll Bring

• B2B SaaS technical support with strong customer focus
• Troubleshooting application, network, API, and cloud issues
• Knowledge of LTE/4G/5G, SS7, Diameter, SMPP and carrier networks
• Experience with logs, monitoring, and debugging tools
• Strong customer communication, escalation handling, and documentation
• Comfortable with 24x7 support and on?call rotations

Benefits

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

We support hybrid work and flexible hours to fit diverse lifestyles. Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities. If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment.

Let's unleash your full potential at Persistent - persistent.com/careers"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.