Senior Support Engineer

Yardstick; India; Remote; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Exceptional Benefits

Remote and hybrid first organization

Great working environment

Job summary

Meazure Learning is expanding a Customer Support Engineering team in India to partner with customers and internal teams on complex technical issues. This remote position supports core business hours and collaborates with global teams to improve products and support processes.

You will diagnose software-related issues, document step-by-step resolutions, escalate when needed, and contribute to knowledge bases while mentoring junior engineers.

Qualifications

• Bachelor's degree in computer science, engineering, IT, or equivalent practical experience.
• 7–10 years of technical customer support or similar roles in SaaS/web environments.
• Strong troubleshooting and analytical abilities with independent issue investigation.

Responsibilities

• Provide prompt, accurate technical support via email, chat, and phone.
• Diagnose and troubleshoot issues across software applications and web platforms.
• Document interactions and resolutions in the ticketing system.
• Escalate to Engineering with thorough handover documentation.
• Contribute to knowledge base and runbooks for faster issue resolution.
• Mentor junior engineers and participate in cross-team collaboration.

Skills

Technical troubleshooting

Analytical skills

Relational databases

SQL queries

REST APIs

Postman

Cross-functional collaboration

Education

Bachelor's degree in CS/Engineering

Tools

Grafana

Datadog

Splunk

AppSignal

Job description

At Meazure Learning, we empower universities and credential organizations around the world by providing secure, reliable online proctoring and testing solutions. Our mission is to create seamless, high-quality experiences for test takers, ensuring fairness and integrity in remote assessments.

As Meazure Learning continues to expand its commitment to exceptional customer experience, we are building aCustomer Support Engineering team in India. This team will serve as a key technical partner to our customers and internal stakeholders, taking ownership of complex technical issues that require deeper investigation and cross-functional collaboration.

This is a remote position based in India, supporting core business hours from 1 PM – 10 PM; 4 PM – 1 AM IST, Monday through Friday, with flexibility depending on business needs. You will collaborate with global teams and stakeholders across different time zones, contributing to the resolution of complex customer-impacting issues and continuous improvement of our products and support processes.

Join Us and You’ll:

• Be part of an innovative and fast-growing global technology team focused on automation and quality engineering.
• Work on cutting-edge test automation frameworks and cloud-based solutions to improve software quality.
• Collaborate with talented professionals across development, product management, and engineering teams to deliver world‑class software.
• Make a real impact by helping ensure the integrity and reliability of online assessments worldwide.
• Grow your career in an organization that values learning, innovation, and continuous improvement.

What You’ll Do:

• Technical Support:
  • Provide prompt, accurate, and empathetic technical support to Meazure Learning customers via various channels (e.g., email, chat, phone).
  • Diagnose and troubleshoot basic to intermediate technical issues related to our software applications, web platforms, and associated services.
  • Guide users through step-by-step solutions, provide clear instructions, and explain technical concepts in an easy‑to‑understand manner.
  • Assist with account inquiries, login issues, password resets, and basic product navigation.
• Accurately document all customer interactions, troubleshooting steps, and resolutions in our ticketing system.
• Identify when an issue requires escalation to Engineering or other internal teams, providing thorough documentation for seamless handover.
• Knowledge Base Contribution:
  • Utilize our knowledge base and internal resources to efficiently resolve customer issues.
  • Contribute to the continuous improvement of our knowledge base by suggesting new articles, updating existing content, and identifying common customer pain points.
• Customer Advocacy:
  • Act as a customer advocate, ensuring their feedback and concerns are heard and relayed to relevant internal teams for product and service improvement.
  • Maintain a positive, professional, and patient demeanor in all customer interactions.
• Actively participate in training sessions to stay up to date on Meazure Learning products, features, and support best practices.
• Continuously improve technical skills and product knowledge to better serve our customers.

What We’re Looking For:

• Bachelor’s degree in computer science, Engineering, Information Technology, or a related field, or equivalent practical experience.
• 7–10 years of experience in technical customer support, application support, production support, customer engineering, or a similar technical support role, preferably supporting SaaS or web‑based applications.
• Strong technical troubleshooting and analytical skills, with the ability to independently investigate complex customer issues, identify patterns, formulate hypotheses, and systematically narrow down the root cause.
• Good understanding of relational databases and SQL, including the ability to write queries, perform joins and filtering, investigate data inconsistencies, and use database information as part of technical troubleshooting.
• Good understanding of REST APIs and API troubleshooting, including HTTP methods and status codes, request/response payloads, headers, authentication/authorization, and JSON. Experience using tools such as Postman or equivalent is preferred.
• Experience using monitoring, logging, and observability tools such as Grafana, Datadog, Splunk, AppSignal, or similar platforms to investigate application and service issues.
• Ability to analyze logs, API responses, database records, monitoring data, and application behavior to determine the likely failure point and distinguish between client‑side, application, data, integration, and infrastructure‑related issues.
• Demonstrated ability to own technical issues end‑to‑end, including investigation, troubleshooting, customer communication, resolution, and escalation when required.
• Experience working with Engineering, Product, Customer Success, and other cross‑functional teams to resolve complex customer‑impacting issues.
• Ability to provide high‑quality technical escalations with relevant evidence, troubleshooting performed, findings, reproduction steps, and business/customer impact.li>
• Understanding of incident management, root‑cause analysis, and post‑incident documentation is preferred.
• Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to both technical and non‑technical audiences.
• Strong attention to detail, critical thinking, and structured problem‑solving skills.
• Experience with ticketing and case‑management platforms such as Zendesk, Jira Service Management, or similar tools.
• Ability to prioritize multiple issues based on customer impact, severity, urgency, and business requirements.
• Experience supporting customers or internal stakeholders across different time zones and working effectively with globally distributed teams.
• Experience creating or improving technical documentation, knowledge‑base articles, troubleshooting guides, and support runbooks.
• Demonstrated ability and willingness to mentor junior support engineers and act as a technical escalation point within the team.
• Experience in EdTech, assessment technology, SaaS, or other technically complex software environments is preferred.

The Benefits:

• Exceptional Benefits
• Remote and hybrid first organization
• Great working environment with a team of exceptional people

Meazure Learning is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Meazure Learning is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Meazure Learning are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Meazure Learning will not tolerate discrimination or harassment based on any of these characteristics.