Senior Software Support Engineer

Adeptia; Dadri; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Adeptia, located in Noida, is seeking a Senior Software Support Engineer to resolve complex customer issues and manage escalations. The ideal candidate should have 8 to 12 years of experience in application support, strong troubleshooting skills, and expertise in leveraging AI technologies to enhance support operations.

The role involves collaboration with cross-functional teams to ensure customer satisfaction, mentoring of junior engineers, and contributing to incident management initiatives.

Qualifications

• 8 to 12 years of experience in application support or technical support.
• Strong expertise in troubleshooting enterprise applications and resolutions.
• Experience using AI technologies to improve support efficiency.

Responsibilities

• Lead complex customer issue resolution and manage escalations.
• Perform root cause analysis and drive incident prevention initiatives.
• Mentor junior engineers and contribute to knowledge management.

Skills

Application Support / Product Support / Technical Support

SQL (Oracle, PostgreSQL, SQL Server)

Linux / Unix / Windows Administration

REST APIs, SOAP Web Services

XML, XSLT, XSD, JSON

Incident Management, RCA, Customer Escalation Management

Enterprise Integration & Middleware Platforms

Tools

Kubernetes

Docker

AWS/Azure/GCP

EDI

BPM

iPaaS

ESB

Splunk

Grafana

Dynatrace

ServiceNow

Job description

Senior Software Support Engineer | Noida | 8 to 12 Years

Adeptia is seeking an experienced Senior Software Support Engineer to lead complex customer issue resolution, manage critical escalations, and support enterprise customers. The ideal candidate will have strong expertise in application support, databases, APIs, enterprise integrations, and hands‑on experience leveraging AI technologies to improve support efficiency and customer outcomes.

Key Responsibilities

• Resolve complex production issues and customer escalations within SLA timelines.
• Perform Root Cause Analysis (RCA) and drive incident prevention initiatives.
• Troubleshoot enterprise applications, databases, APIs, and integration workflows.
• Collaborate with Product, Engineering, DevOps, and Customer Success teams.
• Mentor junior engineers and contribute to knowledge management and automation initiatives.
• Utilize AI tools and Large Language Models (LLMs) to accelerate troubleshooting, incident analysis, and knowledge base creation.

Required Skills

• Application Support / Product Support / Technical Support
• SQL (Oracle, PostgreSQL, SQL Server)
• Linux / Unix / Windows Administration
• REST APIs, SOAP Web Services
• XML, XSLT, XSD, JSON
• Incident Management, RCA, Customer Escalation Management
• Enterprise Integration & Middleware Platforms

AI & Automation Skills

• Hands‑on experience with LLMs such as ChatGPT, Claude, Gemini, or similar
• Understanding of Prompt Engineering and AI‑assisted troubleshooting
• Knowledge of Retrieval‑Augmented Generation (RAG)
• Experience using AI‑powered support tools, chatbots, or virtual agents
• Ability to leverage AI for incident summarization, root cause analysis, and knowledge article generation

Preferred Skills

• Kubernetes
• Docker
• AWS/Azure/GCP
• EDI
• BPM
• iPaaS
• ESB
• Splunk
• Grafana
• Dynatrace
• ServiceNow

Location: Noida
Experience: 8 to 12 Years
Employment Type: Full-Time