Senior Tech Support Engineer

Coderound Ai; New Delhi; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Coderound Ai in India is seeking a founding Senior Technical Support Engineer to own the support function end-to-end. You will troubleshoot complex customer issues, work with APIs, logs, product workflows, and code to diagnose problems, and build runbooks and SLAs.

You will establish support processes, reproduce bugs with detailed reports, and coordinate with engineering to drive fixes. The role requires deep technical problem-solving and strong customer communication for international customers.

Qualifications

• Experience in technical support for AI/tech products.
• Ability to diagnose complex issues across APIs, logs, and product workflows.
• Experience building customer-facing documentation and runbooks.

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, escalation paths, on‑call processes, and runbooks.
• Convert recurring customer issues into documentation and actionable product feedback.
• Support international customers during US business hours.
• Continuously improve support processes and customer experience.
• Join an early-stage AI infrastructure startup as the founding Senior Technical Support Engineer, owning the support function end‑to‑end.

Skills

Technical support

Customer communication

Troubleshooting

Bug reporting

Documentation

Collaboration with engineering

Tools

APIs

Logs

Runbooks

Billing platform

Job description

Job Summary

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. 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. Support international customers during US business hours. Continuously improve support processes and customer experience. 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.
• Support international customers during US business hours.
• Continuously improve support processes and customer experience.
• Join an early‑stage AI infrastructure startup as the founding Senior Technical Support Engineer, owning the support function end‑to‑end.
• This role requires deep technical problem-solving, strong customer communication, and ownership of support operations for international customers.

Requirements