Senior Technical Support Engineer

DBSync Inc.; Bengaluru; Remote; INR 1,000,000 - 2,000,000; Full time

Job summary

DBSync Inc. in Bengaluru (remote) is seeking an experienced Senior Support Engineer to provide technical support for Cloud Replication and manage enterprise customers across the USA.

The role requires 5+ years in enterprise technical support, databases, CRM/ERP integrations, and cloud/on-prem environments with US Central Time availability. Responsibilities include L2/L3 support, troubleshooting database connectivity, replication failures, and coordinating with internal teams.

Qualifications

• 5+ years in technical support for enterprise apps or data integration.
• Strong SQL and relational database troubleshooting.
• Experience with Salesforce, Dynamics 365 or similar CRM/ERP systems.
• Understanding of data replication, synchronization, ETL/ELT concepts.
• Cloud and on-prem infrastructure experience.
• Experience handling escalations and SLAs for enterprise customers.
• Ability to work US Central Time from India.

Responsibilities

• Provide L2/L3 technical support for DBSYNC Cloud Replication and data integration solutions.
• Manage enterprise customer relationships and ensure timely resolution of cases.
• Diagnose database connectivity, replication failures, performance, and integration issues.
• Support databases, CRM/ERP platforms and related systems.
• Troubleshoot deployments across cloud, self-hosted and on-prem environments.
• Collaborate with engineering, product, and implementation teams to resolve issues.
• Monitor replication jobs, logs, data flows, and performance to identify root causes.
• Maintain technical documentation and customer-facing guides.
• Communicate incident updates and recommendations to clients.
• Coordinate with US-based customers during 8:00 AM–5:00 PM US Central Time.
• Coordinate with internal teams as needed.

Skills

SQL and DBs

Enterprise support

CRM/ERP systems

ETL/ELT data replication

Cloud & on-prem infrastructure

US Central Time support

Independent work from India

Tools

SQL Server

PostgreSQL

MySQL

Oracle

AWS

Azure

REST APIs

Job description

Are passionate about technology, wake up every morning to experiment, learn and develop new solutions!

About Us

At DBSync we provide the opportunity to use technology that creates innovative and next generation data integration products which helps our employees to cultivate their creativity and sense of belonging. DBSync is a leading provider for data integration and Data warehousing services for both cloud/SAAS-based-on-demand applications. We were incubated by Salesforce.com (as a part of Avankia), before getting spinned off as a separate company. DBSync provides data integration as a SAAS-based, Standalone or hosted integration at a competitive price with a plethora of benefits for business users.

Our mission is to provide a strong foundation for businesses in solving complex problems and automating their workflows while acting as a pillar of support for all their data integrations needs. At DBSync we encourage innovation and creativity and our team is diverse comprising of a nice mix of cultural blends. We are a family where each talent is recognised and honed for the best of the individual and the company as a whole. We maintain a very professional, learn and excel vision with a hint of a start-up-like environment making each individual feel important and responsible with an equal opportunity to grow to the sky's limit!

If you have a spirit of enthusiasm to grow beyond horizons, a determination to work hard, confidence to achieve success and influence future visions and products and be a successful part of the next gen trend, DBSync is the place for you!

Our Value System

1. We genuinely care

2. We do not waste time on manual or mundane task

4. We own it

5. We are experts on what we do

6. We win together

DBSync has been:

• We have been rated 4.7 / 5 on G2. We have got around 125 reviews in 2023.
• Based on the reviews G2 has awarded DBSync following badges.
• Best Relationship- Winter 2024
• Best Results - Winter 2024
• Best Usability - Winter 2024

About the Role

DBSYNC is seeking an experienced Senior Support Engineer to provide technical support for its Cloud Replication software and manage enterprise customers across the USA. The ideal candidate will have 5+ years of experience in enterprise technical support, databases, CRM/ERP integrations, and cloud and on-premises environments, with the ability to troubleshoot complex issues and deliver excellent customer service while working US Central Time business hours.

Job Responsibilities

• Provide L2/L3 technical support for DBSYNC Cloud Replication and enterprise data integration solutions.
• Manage enterprise customer relationships, troubleshoot technical issues, and ensure timely resolution of support cases.
• Diagnose and resolve database connectivity, data synchronization, replication failures, performance, and integration issues.
• Support databases, CRM platforms, ERP applications, and related enterprise systems.
• Troubleshoot deployments across cloud-hosted, self-hosted, and on-premises environments.
• Collaborate with engineering, product, and implementation teams to resolve complex technical issues.
• Monitor replication jobs, logs, data flows, and system performance to identify root causes.
• Maintain technical documentation, knowledge-base articles, and customer-facing troubleshooting guides.
• Proactively communicate incident updates, resolution plans, and recommendations to enterprise clients.
• Work with US-based customers during 8:00 AM-5:00 PM US Central Time.
• Coordinating with internal teams as needed.

Skills and Qualifications

• 5+ years of experience in technical support, software support, enterprise applications, or data integration.
• Strong hands-on knowledge of SQL, relational databases, database connectivity, and troubleshooting.
• Experience with CRM and ERP systems such as Salesforce, Microsoft Dynamics 365, Microsoft Dynamics 365 Business Central, or similar platforms.
• Understanding of data replication, synchronization, ETL/ELT, APIs, and integration concepts.
• Practical knowledge of cloud hosting platforms and on-premises infrastructure.
• Experience managing enterprise customers, escalations, SLAs, and critical production issues.
• Excellent communication, analytical, problem-solving, and customer management skills.
• Ability to work independently from India while supporting US enterprise customers during US Central Time business hours.

Preferred qualifications

• Experience with SQL Server, PostgreSQL, MySQL, Oracle, or other relational databases.
• Familiarity with AWS, Microsoft Azure, or other cloud infrastructure.
• Knowledge of REST APIs, authentication, networking, firewalls, and connectivity troubleshooting.
• Experience with monitoring, incident management, ticketing systems, and remote troubleshooting.
• Previous experience supporting SaaS products or enterprise data replication solutions.

Job Location: Bangalore (Remote)
Work Shift: U.S Shift (6:30 PM IST to 3:30 AM IST)