Senior Technical Support Engineer

Jobtailor; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Jobtailor in Hyderabad is seeking a seasoned Technical Support Engineer to handle high-complexity issues, mentor juniors, and coordinate with multiple teams to resolve customer cases.

The role requires strong database fluency, cloud experience, and excellent English communication; you will diagnose problems, review documentation, and contribute to ongoing improvements.

Join a fast-paced environment where you build relationships, own cases end-to-end, and continuously develop professionally.

Qualifications

• 3+ years of related professional experience.
• Strong experience with relational databases (schema design, queries, performance tuning, indexing).
• Experience in database administration and troubleshooting (performance, locking, corruption, connectivity).
• Hands-on experience with Windows, Linux, and/or UNIX environments.
• Exposure to cloud or hybrid environments (AWS/Azure preferred).
• Strong skills in root cause analysis, log analysis, and issue reproduction.

Responsibilities

• Provides technical support to customers and other departments.
• Handles technical issues of highest complexity without supervision.
• Trains and mentors junior staff members.
• Specialized in multiple technical areas/products with strong understanding and experience on other areas including customer care skills.
• Maintains confidentiality.
• Takes ownership and manages customer cases (tickets, emails, remote assistance) and customer expectations effectively and professionally.
• Communicates clearly and precisely with customers regarding expectations for callbacks, follow-ups regarding their issues, interactions with development, and other open issues.
• Troubleshoots and diagnoses customer issues involving 3rd party products.
• Reviews product documentation identifying topics needing improvement and is able to contribute.
• Responsible for professional self-development by attending formal and informal training (webinars, white papers).
• Builds constructive and effective relationships with peers and initiates communication to resolve any conflict.

Skills

Relational databases

OpenEdge RDBMS

Database administration

Windows/Linux/UNIX

Backend systems

Networking fundamentals

Cloud/hybrid environments

Security concepts

Root cause analysis

Production support

Programming knowledge

Customer service

Tools

OpenEdge RDBMS

Job description

Responsibilities

• Provides technical support to customers and other departments.
• Handles technical issues of highest complexity without supervision.
• Trains and mentors junior staff members.
• Specialized in multiple technical areas/products with strong understanding and experience on other areas including customer care skills.
• Maintains confidentiality.
• Takes ownership and manages customer cases (i.e. tickets, emails, remote assistance) and customer expectations effectively and professionally.
• Communicates clearly and precisely with customers regarding expectations for callbacks, follow-ups regarding their issues, interactions with development, and other open issues.
• Troubleshoots and diagnoses customer issues involving 3rd party products.
• Reviews product documentation identifying topics needing improvement and is able to contribute.
• Responsible for professional self-development by attending formal and informal training (webinars, white papers).
• Builds constructive and effective relationships with peers and initiates communication to resolve any conflict.

Requirements

• At least 3+ years of related professional experience
• Strong experience with relational databases (schema design, queries, performance tuning, indexing)
• OpenEdge RDBMS is a plus
• Experience in database administration and troubleshooting (performance, locking, corruption, connectivity)
• Solid understanding of database internals (transactions, isolation levels, indexing, storage)
• Hands‑on experience with Windows, Linux, and/or UNIX environments
• Experience with backend systems and server‑side troubleshooting
• Familiarity with networking fundamentals and system‑level diagnostics
• Exposure to cloud or hybrid environments (AWS/Azure preferred)
• Basic understanding of security concepts (authentication, encryption)
• Strong skills in root cause analysis, log analysis, and issue reproduction
• Experience supporting production environments / customer‑facing systems
• Programming experience or knowledge of programming languages/technologies.
• Excellent verbal and written communication skills including effective listening skills.
• Excellent command of English.
• Solid analytical and troubleshooting skills specific to software‑related issues.
• Strong customer service skills.
• Demonstrated ability to handle large number of cases efficiently and effectively.
• Ability to mentor more junior staff members.
• Must be able to multi‑task in a fast paced environment and handle all accountabilities with minimal supervision, while maintaining attention to details.