Senior Tech Support Engineer

CodeRound; Delhi; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

CodeRound is seeking a founding Senior Technical Support Engineer to own the support function end-to-end. You will troubleshoot complex customer issues, work closely with engineering to resolve technical problems, build support processes from scratch, and ensure mission-critical customer systems run smoothly for international clients.

This role requires deep technical problem-solving, strong customer communication, and ownership of support operations across SaaS APIs, billing integrations, and

Qualifications

• Experience in technical support for SaaS or fintech environments.
• Ability to own support from triage to resolution with metrics and SLAs.
• Strong communication skills for international customers and cross-functional teams.

Responsibilities

• Own customer support from initial response through complete resolution.
• Troubleshoot issues across APIs, logs, event pipelines, and billing workflows.
• Work with APIs, product workflows, and debug logs to diagnose problems.
• Create bug reports and collaborate with engineering until resolution.
• Build the entire support function, including SLAs, escalation paths, on-call processes, and runbooks.
• Convert recurring issues into documentation and product feedback.
• Continuously improve support processes and customer experience.

Skills

Technical Support

Senior Engineer

SaaS

APIs

SQL

Logs

Debugging

Incident Management

Production Support

Customer Communication

International Customers

Job description

Client: A VC-backed developer infrastructure startup building a modern billing and monetization platform for AI-native and SaaS companies. Its API-first solution enables real-time usage metering, flexible pricing models (usage-based, credit-based, seat-based, and hybrid), automated invoicing, and revenue operations, allowing engineering teams to iterate on pricing without building custom billing infrastructure.

Requirements:

Technical Support Senior Support Engineer Customer Support Solutions Engineering SaaS APIs SQL Logs Debugging Code Reading Incident Management Production Support US Customers International Support Billing Systems Fintech Event Pipelines Data Warehousing Observability Root Cause Analysis Bug Reporting Documentation Runbooks SLA Management Escalation Management Customer Success Technical Troubleshooting Distributed Systems Backend Systems Process Building Support Operations

Join an early-stage AI infrastructure startup as the founding Senior Technical Support Engineer, owning the support function end-to-end. You'll troubleshoot complex customer issues, work closely with engineering to resolve technical problems, build support processes from scratch, and ensure mission-critical customer systems run smoothly. This role requires deep technical problem-solving, strong customer communication, and ownership of support operations for international customers

Responsibilities:

• Own customer support from initial response through complete resolution.
• Troubleshoot technical issues including event ingestion, metering, invoicing, and integrations.
• Work directly with APIs, logs, product workflows, and code to diagnose issues.
• Reproduce bugs, create detailed bug reports, and collaborate with engineering until resolution.
• Build the entire support function, including SLAs, severity definitions, escalation paths, on-call processes, and runbooks.
• Convert recurring customer issues into documentation and actionable product feedback.
• Continuously improve support processes and customer experience.

Nice to have:

Technical Support Senior Support Engineer Customer Support Solutions Engineering SaaS APIs SQL Logs Debugging Code Reading Incident Management Production Support US Customers International Support Billing Systems Fintech Event Pipelines Data Warehousing Observability Root Cause Analysis Bug Reporting Documentation Runbooks SLA Management Escalation Management Customer Success Technical Troubleshooting Distributed Systems Backend Systems Process Building Support Operations