Senior Technical Support Specialist

CTeBS; Ernakulam; On-site; INR 1,800,000 - 2,400,000; Full time

Benefits offered by this job

Growth opportunities

Ownership of projects

Global garment manufacturing exposure

Job summary

CTeBS (Classic Technologies & Business Solutions) seeks a Senior Support Engineer to join our Technical Support team in driving production support across our software products. The role involves hands-on data fixes, API support, and proactive issue resolution in live environments.

You will build a strong support team, manage tickets with SLA adherence, and nurture client relationships while coordinating with Development and Customer Success.

Qualifications

• Strong technical troubleshooting and analytical skills.
• Hands-on experience in SQL, database troubleshooting, and application/product support.
• Experience in handling production support involving data fixes and bug fixes.
• Proven experience in team management and handling support operations.
• Experience in building and maintaining Knowledge Base documentation and support processes.
• Good communication and customer handling skills.

Responsibilities

• Build and lead a strong technical support team to efficiently manage production support activities for all existing CTEBS products.
• Handle end-to-end production support operations including issue analysis, data fixes, bug troubleshooting, dashboard customization, and API development/support.
• Create, maintain, and continuously improve Knowledge Base (KB) articles, SOPs, troubleshooting manuals, and support documentation to strengthen support efficiency and knowledge sharing.
• Monitor support tickets proactively, prioritize critical business issues, and ensure timely resolution while maintaining high service quality and SLA compliance.
• Develop and maintain strong client relationships by ensuring responsive support, clear communication, and a customer-focused approach that enhances overall client satisfaction and trust.
• Ensure proper root cause analysis (RCA) is performed for major production issues and implement preventive measures to avoid repeated incidents.
• Coordinate closely with Development, Implementation, and Customer Success teams for faster issue resolution and smooth customer operations.
• Identify opportunities to automate repetitive support activities, monitoring processes, data validations, and issue tracking mechanisms to improve team productivity and response efficiency.

Skills

Technical troubleshooting

SQL

Data fixes

Team management

KB / documentation

Communication

Tools

Postman

Kibana

Grafana

Jira

Job description

CTeBS (Classic Technologies & Business Solutions) is a technology company building an integrated ecosystem of software products for the fashion manufacturing industry. As a subsidiary of Classic Fashion, one of the leading garment manufacturers, CTeBS builds software products that are first developed, implemented, and matured within Classic Fashion's own manufacturing operations, and subsequently offered to external customers across the industry. This unique model means our products are battle-tested in real production environments before they reach the market, giving us deep domain credibility and a genuine understanding of manufacturing floor challenges.

Role Overview

We are looking for a technically strong Senior Support Engineer to join our Technical Support team. This role involves handling complex customer issues, performing data fixes, and querying live production environments to identify and resolve problems. The ideal candidate is comfortable working hands-on with databases, understands application architecture, and is proactive in preventing recurring issues.

Key Responsibilities

• Build and lead a strong technical support team to efficiently manage production support activities for all existing CTEBS products.
• Handle end-to-end production support operations including issue analysis, data fixes, bug troubleshooting, dashboard customization, and API development/support.
• Create, maintain, and continuously improve Knowledge Base (KB) articles, SOPs, troubleshooting manuals, and support documentation to strengthen support efficiency and knowledge sharing.
• Monitor support tickets proactively, prioritize critical business issues, and ensure timely resolution while maintaining high service quality and SLA compliance.
• Develop and maintain strong client relationships by ensuring responsive support, clear communication, and a customer-focused approach that enhances overall client satisfaction and trust.
• Ensure proper root cause analysis (RCA) is performed for major production issues and implement preventive measures to avoid repeated incidents.
• Coordinate closely with Development, Implementation, and Customer Success teams for faster issue resolution and smooth customer operations.
• Identify opportunities to automate repetitive support activities, monitoring processes, data validations, and issue tracking mechanisms to improve team productivity and response efficiency.

Required Qualifications

• Strong technical troubleshooting and analytical skills.
• Hands-on experience in SQL, database troubleshooting, and application/product support.
• Experience in handling production support involving data fixes and bug fixes.
• Proven experience in team management and handling support operations.
• Experience in building and maintaining Knowledge Base documentation and support processes.
• Good communication and customer handling skills.

Preferred Skills:

• Experience in the garment manufacturing / ERP / shop floor digitization domain (optional).
• Knowledge of scripting (Python, PowerShell, etc.) for automation or data transformation.
• Experience with tools like Postman, Kibana, Grafana, or similar.
• Hands-on with ticketing systems like Jira.

What We Offer:

• Opportunity to work in a fast-growing product company solving real industry problems
• Work closely with leading garment manufacturers across the globe, contributing to their digital transformation
• Collaborative team environment with a focus on learning and ownership
• Chance to build and lead a team as we scale our support operations
• Access to live customer environments and enterprise-level tools