Technical Support Engineer

Happiest Minds Technologies; Bengaluru; Hybrid; INR 900,000 - 1,500,000; Full time

Job summary

Happiest Minds Technologies in Bengaluru is seeking a Technical Support Engineer to handle complex customer tickets, requiring deep product knowledge and strong technical skills. You will work with Product Managers and Engineers to resolve issues within SLA and collaborate across time zones.

You will support APIs and integrations, investigate problems, share knowledge with colleagues, and contribute to process improvements. Fluency in English is required; additional languages are a plus.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support role, preferably within a SaaS environment.
• Strong understanding of APIs, integrations, and software development concepts.
• Excellent problem-solving skills with the ability to conduct detailed technical investigations.
• Fluency in English. Dutch, French, or German as an additional language is a plus.
• Familiarity with support ticketing systems and documentation tools.

Responsibilities

• Provide expert-level (level 2) support to our global customer base, addressing complex tickets with deep investigation.
• Manage and resolve technical issues related to APIs, integrations, and advanced functionalities of our product.
• Collaborate with Product Managers and Engineering teams to troubleshoot and ensure SLA alignment.
• Identify patterns in support requests and drive product and process improvements.
• Continuously study the product to stay updated on new features and changes.
• Share knowledge with colleagues across Support and other departments.
• Handle tickets from SMB to Enterprise customers with strong prioritization and timely follow-ups.

Skills

L2 Support

Technical Support

AWS

API

Troubleshooting

SaaS

Customer Issues

L2

Resolve

Education

Bachelor's degree in CS/IT

Job description

Job Summary

As a Technical Support Engineer, you will be at the forefront of solving intricate issues that our customers encounter, requiring deep product knowledge and technical expertise. You will collaborate closely with our Product Managers and Engineers to ensure timely and effective resolution of customer issues within our SLA.
You will be working in an international team, located in Amsterdam, Boston, San Francisco, and Melbourne. You will become the go-to person for the users of our product worldwide daily. It will be your job to make sure that we always find a solution to their problems. Your daily tasks will include communication with the reporter of the ticket, but also technical investigation, troubleshooting, and cooperating with our technical development department on fixes.
Moreover, since we are continuously looking for improvements in efficiency, scalability, and service, you will be able to actively participate in the development and growth of the department by sharing your ideas.

Key Responsibilities

• Support expert-level (level 2) to our global customer base, addressing complex tickets involving deep investigation and technical problem-solving.
• Manage and resolve a wide range of technical issues related to APIs, integrations, and other advanced functionalities of our product.
• Collaborate with Product Managers and Engineering teams to troubleshoot and resolve customer issues, ensuring alignment on our SLAs.
• Proactively identify patterns in support requests and work with the team to implement improvements in our product and support processes.
• Continues self-study on the product to stay up to date on the newest features and changes.
• Consult and share your knowledge with colleagues, both within Support and other departments.
• Dealing with tickets of our SMB to Enterprise customers, including communication and follow-ups, with a high sense for priority.
  Qualifications:
• Bachelor?s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Proven experience in a technical support role, preferably within a SaaS environment.
• Strong understanding of APIs, integrations, and software development concepts.
• Excellent problem-solving skills with the ability to conduct detailed technical investigations.
• Outstanding communication skills, written and oral, with the ability to convey complex technical information clearly and concisely to both technical and non-technical audiences.
• Fluency in English. Dutch, French, or German as an additional language is a plus
• Familiarity with support ticketing systems and documentation tools.
  Ability to work independently and as part of a global team, managing time effectively across different time zones.
• Customer-focused mindset with a commitment to providing exceptional support.
• Proactive attitude, with time management, prioritization, and organizational skills

Mandatory Skills

• L2 Support
• | Technical Support
• | AWS
• | API
• | Troubleshooting
• | Resolve
• | SaaS
• | Customer Issues
• | L2