Senior Technical Support Engineer

JobItUs; Bengaluru; On-site; INR 3,000,000 - 4,600,000; Full time

Job summary

JobItUs is seeking a Senior Technical Support Engineer at our Bangalore Centre of Excellence. You will resolve highly complex product issues, lead deep investigations, and mentor a team of engineers while collaborating with Engineering on defects and improvements.

The role emphasizes AI-enabled support, knowledge content creation, and incident-driven on-call coverage across global time zones. This is a technically demanding, highly impactful position in an enterprise environment.

Qualifications

• 5+ years in technical support or related field.
• Troubleshoot across frontend, backend, APIs, databases and cloud.
• Proficient with PostgreSQL/Oracle/SQL Server.
• Experience with AWS or Azure.
• REST API testing with Postman, curl, Swagger.
• Scripting in Python or JavaScript for automation.
• Communicate technical findings clearly to technical and non-technical stakeholders.
• Experience mentoring engineers.
• AI maturity level 3 with prompt engineering for investigations.
• Draft-first AI workflow with high-quality content feedback.

Responsibilities

• Serve as senior escalation point for complex and high-priority issues.
• Lead deep investigations into product defects and incidents.
• Collaborate with Engineering to reproduce and resolve defects.
• Mentor and coach Technical Support Engineers.
• Author knowledge articles, runbooks, and AI training content.
• Conduct root cause analysis and suggest product improvements.
• Support AI enablement through automation opportunities.
• Participate in on-call rotation across global time zones.
• Lead technical case reviews and process improvements.
• Represent support in cross-functional product discussions.

Skills

Technical support & engineering

Troubleshooting across layers

PostgreSQL/Oracle/SQL Server

AWS/Azure

REST API testing

Python/JavaScript

Communication of findings

Mentoring engineers

AI maturity & prompt engineering

AI content review & drafting

Tools

Postman

Swagger

curl

Kubernetes

Docker

Job description

ABOUT THE ROLE

The Senior Technical Support Engineer represents the highest level of technical expertise within the client's Customer Support organisation. Operating from the Bangalore Centre of Excellence, this role is responsible for resolving the most complex product issues, leading deep technical investigations, and serving as the internal escalation point for the broader support team.

Senior engineers work directly with the Engineering organisation on product defects, drive root cause analysis, mentor junior team members, and contribute knowledge content that improves both human and AI-assisted support capabilities. This is a technically demanding and highly impactful role for engineers who thrive on solving hard problems in complex enterprise environments.

KEY RESPONSIBILITIES

• Serve as the senior technical escalation point for complex and high-priority customer issues across the client's product portfolio.
• Lead deep investigations into product defects, performance issues, integration failures, and cloud infrastructure incidents.
• Collaborate directly with Engineering to reproduce, document, and drive resolution of product-level defects.
• Mentor and coach Technical Support Engineers, providing technical guidance, code and log review, and knowledge transfer.
• Author high-quality knowledge articles, troubleshooting runbooks, and AI training content that improve team efficiency and reduce recurring issues.
• Conduct root cause analysis on repeat issues and escalation patterns, contributing insights to product and process improvement initiatives.
• Support the AI enablement strategy by identifying automation opportunities and contributing to knowledge base quality.
• Participate in on-call rotation for critical incident coverage across global time zones.
• Lead technical case reviews and contribute to continuous improvement of support processes and tools.
• Represent the support organisation in cross-functional product and engineering discussions as a technical subject matter expert.

REQUIRED QUALIFICATIONS

• 5+ years of experience in technical support, software engineering, or systems engineering for enterprise software.
• Deep troubleshooting expertise across application layers, including frontend, backend services, APIs, databases, and cloud infrastructure.
• Strong proficiency with relational databases (PostgreSQL, Oracle, SQL Server), including query writing, log analysis, and schema interpretation.
• Experience with cloud hosting environments (AWS, Azure), including instance diagnostics, networking, andstorage troubleshooting.
• Proficiency with REST API testing and debugging (Postman, curl, Swagger).
• Strong scripting or programming skills (Python, JavaScript, or equivalent) for diagnostic and automation tasks.
• Demonstrated ability to communicate complex technical findings clearly to both technical peers and non-technical stakeholders.
• Experience mentoring or coaching junior engineers.
• AI maturity Level 3: active daily user of AI coding, research, and knowledge tools with measurable productivity leverage; proficient in prompt engineering for complex technical investigations, log analysis summaries, and structured knowledge synthesis.
• Experienced in a draft-first AI response workflow, reviewing and refining AI-generated technical content with high accuracy (target 65% or above draft acceptance) and contributing to AI quality improvement through structured, actionable feedback.

PREFERRED QUALIFICATIONS

• Experience with GIS technologies such as ESRI ArcGIS, QGIS, PostGIS, OGC standards, or geospatial data formats.
• Familiarity with network or asset management platforms.
• Knowledge of Kubernetes, Docker, or containerised application environments.
• Experience contributing to AI knowledge base construction, authoring structured training examples, curating content for RAG consumption, and reviewing AI outputs for technical accuracy in enterprise support contexts.
• Familiarity with AI-assisted debugging, log analysis, or code review tools, and the ability to evaluate and improve AI tool effectiveness within a technical support workflow.
• ITIL v4 Foundation or equivalent certification.

ABOUT THE COMPANY

A global software company providing geospatial network management solutions to the telecom and utility industries. Its platform helps customers plan, build, and operate complex network infrastructure more efficiently, supporting the digital transformation of networks worldwide.

The company operates internationally and is currently executing a strategic transformation to become a SaaS-first, AI-first business, with the Global Customer Support organisation central to that mission. The Bangalore Centre of Excellence is a new build-out. The client is an equal opportunity employer, committed to diversity and to creating an inclusive environment for all employees.