Technical Support Engineer

Prismforce; Bengaluru; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Prismforce is seeking a customer-focused Technical Support Engineer to join our team and own the resolution of issues for a specific product. The role requires strong technical understanding, excellent troubleshooting, and the ability to collaborate with Product and Engineering to deliver permanent solutions.

You will monitor APIs, investigate recurring problems, ensure SLA adherence, and provide timely, same-day resolutions where possible. Office presence a few days weekly is expected.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field.
• 3–4 years of experience in technical support or SaaS environments.
• Strong troubleshooting and problem-solving skills.
• Experience with APIs, API debugging, HTTP status codes, JSON and XML.
• Proficiency in SQL and database troubleshooting.
• Experience with logs and monitoring/debugging tools.
• Excellent written and verbal communication; able to explain technical issues.
• Customer-focused with ownership and ability to manage priorities.

Responsibilities

• Provide timely and effective technical support to customers, understand the criticality and business impact of issues, and ensure a high-quality SLA adherence.
• Monitor tickets and ensure response/resolution SLAs; maintain strong response-time and service-request SLA compliance.
• Monitor inbound and outbound APIs; investigate failures and highlight issues to relevant teams.
• Diagnose, analyse, and resolve technical and functional issues; drive root cause analysis with Product/Engineering.
• Strive for first contact resolution and same-day resolution where possible.
• Collaborate with Product, Engineering, Customer Success, and other teams to coordinate workarounds and fixes.
• Create and maintain internal knowledge-base articles, FAQs, and troubleshooting guides.
• Develop deep technical and functional expertise; complete relevant AWS, SQL, API training.
• Be available for rotational shifts and office presence as required.

Skills

Troubleshooting

API debugging

SQL

JSON/XML

Postman

Kibana/Grafana

AWS cloud

Education

Bachelor's degree in Computer Science / IT

Tools

Postman

Kibana

Grafana

SQL tooling

Job description

We are seeking a customer-focused Technical Support Engineer to join our team and take

ownership of supporting a specific product. The role requires a strong technical and

functional understanding of the product, excellent troubleshooting and problem-solving skills,

and the ability to work effectively with customers and cross-functional teams.

The ideal candidate will be responsible for ensuring timely resolution of customer issues,

delivering the best customer experience while maintaining SLA adherence, monitoring APIs,

identifying recurring issues, driving root cause analysis, and collaborating with the Product

and Engineering teams to deliver permanent solutions.

Key Responsibilities

• Customer Support: Provide timely and effective technical support to customers, understand the criticality and business impact of issues, and ensure a high-quality
• SLA & Service Excellence: Monitor and manage support tickets to ensure adherence to defined response and resolution SLAs. Maintain strong response-time and service-request SLA compliance.
• API Monitoring: Monitor inbound and outbound APIs to identify failures and potential issues. Proactively investigate and highlight API failures to the relevant internal teams.
• Troubleshooting & RCA: Diagnose, analyse, and resolve technical and functional issues. Investigate recurring issues, work with Product and Engineering teams to obtain Root Cause Analysis (RCA), and drive issues toward permanent solutions.
• First Contact Resolution: Focus on resolving customer issues during the first interaction wherever possible, with an emphasis on same-day resolution.
• Hands-On Technical Expertise:
  • API troubleshooting and debugging using tools such as Postman.
  • Application logs and monitoring tools such as Kibana and Grafana.
  • JSON, XML, and inbound/outbound data-transfer mechanisms.
  • SQL and database troubleshooting.
  • Cloud technologies such as AWS.
  • Application and integration troubleshooting.
• Incident & Escalation Management: Identify potential escalations proactively and communicate them to relevant internal stakeholders to prevent avoidable customer or executive-level escalations. Provide timely updates on critical/P0 incidents.
• Release & Product Support: Assist Product and Engineering teams with testing and validating product releases. Provide feedback on incident prioritization based on customer impact and technical severity.
• Cross-Functional Collaboration: Work closely with Product, Engineering, Customer Success, and other internal teams to coordinate workarounds, track fixes, and ensure timely resolution of customer issues.
• Knowledge Sharing: Create and maintain internal knowledge-base articles, FAQs, troubleshooting guides, and technical documentation. Conduct knowledge-sharing sessions to improve technical capabilities across the team.
• Technical & Functional Knowledge: Continuously develop deep technical and functional expertise in the assigned product. Complete relevant training and courses in areas such as AWS, SQL, API debugging, monitoring, and other relevant technologies.
• Flexibility: Be available to work in rotational shifts (Morning, Afternoon, and Night)
• Office Requirement: Work from the office at least three days a week.

Qualifications

Required

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 3–4 years of experience in Technical Support, Application Support, Product Support, or a similar role, preferably in a SaaS or product-based company.
• Strong troubleshooting, analytical, and problem-solving skills.
• Good understanding of APIs, API debugging, HTTP status codes, JSON, and XML.
• Proficiency in SQL and experience troubleshooting database-related issues.
• Hands‑on experience with application logs and monitoring/debugging tools.
• Strong written and verbal communication skills, with the ability to explain complex technical issues to both technical and non-technical stakeholders.
• Customer-focused mindset with strong ownership and the ability to manage multiple priorities.
• Ability to collaborate effectively with Product, Engineering, and other cross-functional teams.
• Experience working with SLAs, incidents, escalations, and ticket-based support processes.

Preferred

• Familiarity with cloud environments such as AWS or Azure.
• Experience with monitoring and observability tools such as Kibana and Grafana.
• Experience with databases such as MySQL, PostgreSQL, MongoDB, or Redis.
• Experience with reports such as Excel, Google Sheets, Power BI, etc
• Experience with SaaS or enterprise product support.
• Familiarity with ITIL or incident-management processes.
• Experience in conducting or coordinating Root Cause Analysis (RCA).