Support Engineer – Customer support

Vendavo; Bengaluru; On-site; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Health Insurance

Flexible working hours

4 recharge days per quarter

Equipment allowance

Job summary

Vendavo is seeking a customer-focused Support Engineer to provide product support for complex enterprise software applications from Bengaluru. You will investigate customer-reported issues across configurations, data processing, integrations, and performance, working with Product Engineering, Cloud Operations, Professional Services, and Customer Success.

Strong SQL skills and clear communication are essential.

Qualifications

• 2–4 years of experience in product support, application support, technical support, or enterprise software troubleshooting.
• Experience supporting configurable enterprise web applications.
• Strong SQL skills and troubleshooting database-driven applications.
• Experience with Microsoft SQL Server and/or MySQL databases.
• Familiarity with REST and SOAP web services and APIs.

Responsibilities

• Provide technical and functional product support for customer-reported incidents and service requests.
• Investigate issues related to application behaviour, calculations, quotations, approvals, workflows, user access, and data processing.
• Troubleshoot application errors, failed transactions, incorrect outputs, integration failures, and performance issues.
• Review logs, server logs, exception traces, and database findings to identify causes of issues.
• Use SQL to validate application data, investigate inconsistencies, and support resolutions.
• Investigate customer-specific configurations, business rules, workflows, scripts, extensions, and customizations.
• Troubleshoot integrations with external CRM/ERP and other enterprise systems, including API, authentication, connectivity, and data-mapping issues.
• Reproduce reported issues in internal or customer non-production environments when possible.
• Determine whether an issue is caused by the application, configuration, customization, customer data, integration, or environment.
• Provide customers with clear investigation updates, workarounds, resolutions, and validation steps.
• Escalate confirmed defects to Product Engineering with logs, screenshots, and reproducible steps.
• Collaborate with Cloud Operations on availability and performance issues.
• Support patches, hotfixes, and post-deployment validation.
• Prepare Root Cause Analysis reports and internal troubleshooting docs.
• Monitor cases and ensure timely progress within SLAs.
• Participate in priority-incident calls and coordinate with teams until resolution.
• Work Schedule: EMEA Support Hours.

Skills

SQL skills

Troubleshooting

Customer-facing

Enterprise software

English communication

Education

Bachelor’s degree in Computer Science / IT / Engineering

Tools

Salesforce Service Cloud

Jira

Confluence

Grafana

Splunk

Job description

We are looking for a customer-focused and technically capable Support Engineer to provide product support for complex enterprise software applications.

The role involves investigating and resolving customer-reported functional, configuration, calculation, workflow, integration, database, user-access, and performance issues. The Support Engineer will work closely with customers and internal teams, including Product Engineering, Cloud Operations, Professional Services, and Customer Success.

The ideal candidate should have experience supporting configurable enterprise web applications, strong SQL and troubleshooting skills, and excellent verbal and written communication skills.

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THE OPPORTUNITY

• Provide technical and functional product support for customer-reported incidents and service requests.

• Investigate issues related to application behaviour, calculations, quotations, approvals, workflows, user access, and data processing.

• Troubleshoot application errors, failed transactions, incorrect outputs, integration failures, and performance issues.

• Review application logs, server logs, exception traces, database findings, and integration logs to identify the cause of reported issues.

• Use SQL to validate application data, investigate inconsistencies, and support issue resolution.

• Investigate customer-specific configurations, business rules, workflows, scripts, extensions, and customizations.

• Troubleshoot integrations with external CRM, ERP, and other enterprise systems, including API, authentication, connectivity, timeout, and data-mapping issues.

• Reproduce reported issues in internal or customer non-production environments when possible.

• Determine whether an issue is caused by the application, configuration, customization, customer data, integration, or environment.

• Provide customers with clear investigation updates, workarounds, resolutions, configuration guidance, and validation steps.

• Escalate confirmed software defects to Product Engineering with relevant logs, screenshots, technical findings, business impact, and reproducible steps.

• Collaborate with Cloud Operations and other internal teams on application availability, deployment, infrastructure, and performance-related issues.

• Support patches, hotfixes, emergency deployments, and post-deployment validation when required.

• Prepare Root Cause Analysis reports, Knowledge Articles, and internal troubleshooting documentation.

• Monitor assigned cases and ensure timely acknowledgement, investigation, communication, and resolution within applicable service-level targets.

• Participate in priority-incident troubleshooting calls and coordinate with internal teams until the issue is resolved or an appropriate workaround is provided.

• Work Schedule: EMEA Support Hours

The candidate must be willing to work in a shift aligned with European business hours and participate in weekend or on-call support rotations when required.

THE SKILL SET
Required Technical Skills

• 2–4 years of experience in product support, application support, technical support, or enterprise software troubleshooting.

• Experience supporting browser-based enterprise applications.

• Strong SQL skills and experience troubleshooting database-driven applications.

• Working knowledge of Microsoft SQL Server and/or MySQL Database.

• Ability to analyze complex queries, stored procedures, application data, locks, blocking sessions, indexes, and performance issues.

• Understanding of Microsoft .NET-based enterprise application environments.

• Experience reviewing application logs, exception traces, server logs, integration logs, and database findings.

• Familiarity with application-hosting technologies such as IIS, Apache Tomcat, Nginx, or similar platforms.

• Working knowledge of REST and SOAP web services, APIs, XML, JSON, and HTTPS.

• Understanding of authentication, authorization, user roles, SSO, SSL/TLS, certificates, and network connectivity.

• Experience supporting integrations with CRM, ERP, and other enterprise business systems.

• Familiarity with workflow-based, rules-driven, configurable, or transaction-processing applications.

• Basic understanding of Linux and/or Windows Server administration and troubleshooting.

• Experience using case-management, engineering, documentation, and monitoring tools such as Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, Splunk, or similar platforms.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline.

• Experience supporting configurable enterprise applications involving workflows, approvals, calculations, transactions, or business rules.

• Understanding of end-to-end sales, order, approval, or commercial business processes.

• Experience troubleshooting calculation logic, workflow rules, data validations, user access, and customer‑specific customizations.

• Familiarity with Salesforce or other CRM platforms and enterprise integrations.

• Experience supporting cloud‑hosted and customer‑managed enterprise applications.

• Exposure to AWS, Azure, or other cloud platforms.

• Understanding of ITIL‐based incident, problem, change, and knowledge‑management practices.

• Experience working with geographically distributed Support, Engineering, Cloud Operations, and Professional Services teams.

Communication and Customer‑Service Skills

• Excellent verbal and written communication skills in English.

• Ability to understand customer business scenarios and translate them into structured technical investigations.

• Ability to explain technical and functional findings clearly to customers and internal stakeholders.

• Strong customer‑service mindset with end‑to‑end ownership of assigned cases.

• Ability to prepare clear case updates, technical summaries, Root Cause Analysis reports, and Knowledge Articles.

• Confidence in participating in and leading customer‑facing troubleshooting calls.

• Ability to manage customer expectations professionally during high‑priority incidents.

• Ability to collaborate effectively with technical and non‑technical stakeholders across multiple regions.

THE BENEFITS

• Professional growth and Development opportunities.
• Working within a team of friendly, skilled people where help is always within reach
• Flexible working hours
• 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday
• High‑end laptop (Dell or Mac)
• Competitive pay and bonus
• 18 vacation days in a year in addition to 15 days Sick Leave/ Casual leave per calendar year.
• 16 hours of paid volunteer time off per year
• Wedding gift and newborn gift allowance for employees.
• 26 weeks of paid maternity leave and one week of paid paternity leave.
• 12 wellness leaves for women employees
• Health Insurance of up to 7 lacs for self, spouse, 4 dependent children, and parents. 100% of the premium is paid by Vendavo and it covers the employee, spouse, children, and their parents.
• Group Term Insurance coverage up to three times of their Annual CTC . Dependents are not covered.
• Group Personal Accident coverage up to three times of Annual CTC. Dependents are not covered.
• Provident fund contributions

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THE VENDAVO STORY

Vendavo partners with the world’s leading companies to accelerate growth and profitability, advance innovation, and build more prosperous communities. Our powerful, cloud‑based, AI‑powered pricing, selling, and prescribing solutions empower global manufacturers and distributors to manage, optimize, and digitize their end‑to‑end commercial processes. But we offer so much more than software. Our proven, repeatable process, and passionate, experienced people accelerate value and drive profitable, unrivaled business outcomes for our customers. We are passionate about helping our customers deliver the right products, at the right prices, at the right time, for the right people.

OUR SAAS PRODUCTS

Our B2B pricing and selling solutions include Vendavo’s Pricing & Strategy Management (Pricepoint, Enterprise Pricing Platform, Deal Price Optimizer, and Vendavo AI), Sales & Quoting Solutions (Intelligent CPQ and Sales Optimizer), Profit and Margin Analytics (Profit Analyzer and Margin Bridge Analyzer), and Incentive & Channel Operations (Rebate and Channel Manager). You can learn more about our products here.

OUR FUNDING

We are backed by two of the top high‑tech private equity firms in the world, have excellent financial health, and boast the top SaaS retention in our space.

OUR CULTURE & YOU

We collaborate with our customers unlike any others in our industry. Anchored in our values (Integrity, Customer Centricity, Innovation, Clarity, Collaboration), we are growing, constantly innovating, and consistently driving sustainable outcomes for our clients and partners.

Unlocking opportunities for our customers would not be possible without our employees. When you are part of Vendavo, you’re part of a company that’s committed to your growth and invested in your career. Diversity, inclusion, and celebration of community are at our core, and we come together to learn from each other and honor our commitments.

EMEA and California residents applying for positions at Vendavo can see our privacy policy here.

OUR TEAM IS GROWING. YOU WILL TOO.