Technical Support Engineer

Qpact; Bengaluru; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Qpact, based in Bengaluru, seeks a Senior Technical Support Engineer to resolve the most complex product issues from our Bangalore Center of Excellence. You will lead deep investigations, work with Engineering on defects, mentor junior engineers, and create knowledge content to improve human and AI-driven support.

You will handle high-priority escalations, drive root-cause analyses and contribute to continuous improvement of support processes across global time zones.

Qualifications

• 3+ years of experience in technical support, software engineering, or systems engineering for enterprise software.
• Deep troubleshooting across frontend, backend, APIs, databases, and cloud infra.
• Strong proficiency with relational databases (PostgreSQL, Oracle, SQL Server).
• Experience with cloud hosting environments (AWS, Azure).
• Proficiency with REST API testing and debugging (Postman, curl, Swagger).
• Ability to communicate complex findings to technical and non-technical stakeholders.
• Experience mentoring junior engineers.

Responsibilities

• Serve as senior technical escalation point for complex, high-priority issues.
• Lead deep investigations into product defects and performance issues.
• Collaborate with Engineering to reproduce and drive resolutions.
• Mentor Technical Support Engineers and share knowledge.
• Write knowledge articles, runbooks, and AI training content.
• Conduct root cause analysis and contribute to product improvements.
• Support AI enablement by identifying automation opportunities.
• Participate in on-call rotation across global time zones.
• Lead technical case reviews and improve support processes.

Skills

Technical support experience

Troubleshooting

REST API

Cloud (AWS/Azure)

Databases SQL (PostgreSQL/Oracle/SQL)

Log analysis

Postman/Swagger/curl

Tools

Postman

Swagger

curl

Kubernetes

Docker

Job description

The Senior Technical Support Engineer represents the highest level of technical expertise Operating from the Bangalore Center of Excellence this role is responsible for resolving the most complex product issues, leading deep technical investigations, and serving as the internal escalation point for the broader support team. Senior engineers work directly with the Engineering organization on product defects, drive root cause analysis, mentor junior team members, and contribute knowledge content that improves both human and AI-assisted support capabilities. This is a technically demanding and highly impactful role for engineers who thrive on solving hard problems in complex enterprise environments.

Key responsibilities

• Serve as the senior technical escalation point for complex and high-priority customer
• Lead deep investigations into product defects, performance issues, integration failures,
• and cloud infrastructure incidents.
• Collaborate directly with Engineering to reproduce, document, and drive resolution of
• Mentor and coach Technical Support Engineers — providing technical guidance, code
• and log review, and knowledge transfer.
• Author high-quality knowledge articles, troubleshooting runbooks, and AI training content
• that improve team efficiency and reduce recurring issues.
• Conduct root cause analysis on repeat issues and escalation patterns, contributing
• insights to product and process improvement initiatives.
• Support the AI enablement strategy by identifying automation opportunities and
• contributing to knowledge base quality.
• Participate in on‑call rotation for critical incident coverage across global time zones.
• Lead technical case reviews and contribute to continuous improvement of support
• processes and tools.
• Represent the support organization in cross‑functional product and engineering
• discussions as a technical subject matter expert.

Required qualifications

• 3+ years of experience in technical support, software engineering, or systems engineering for enterprise software.
• Deep troubleshooting expertise across application layers — including frontend, backend services, APIs, databases, and cloud infrastructure.
• Strong proficiency with relational databases (PostgreSQL, Oracle, SQL Server) —
• including query writing, log analysis, and schema interpretation.
• Experience with cloud hosting environments (AWS, Azure) — including instance
• diagnostics, networking, and storage troubleshooting.
• Proficiency with REST API testing and debugging (Postman, curl, Swagger).
• and automation tasks.
• Demonstrated ability to communicate complex technical findings clearly to both technical peers and non-technical stakeholders.
• Experience mentoring or coaching junior engineers.

Preferred qualifications

• Experience with GIS technologies — ESRI ArcGIS, QGIS, IQGeo, PostGIS, OGC
• standards, or geospatial data formats.
• Familiarity with IQGeo's product portfolio or similar network / asset management
• platforms.
• Knowledge of Kubernetes, Docker, or containerized application environments.
• Experience contributing to knowledge management systems or AI knowledge bases.
• ITIL v4 Foundation or equivalent certification.
• LLM Observability
• LLM Orchestration
• Prompt Engineering
• Retrieval Augmented Generation(RAG)
• AI Deflection rate (Should be greater than 50%)
• First Time Resolution (Should be improved by 25%)
• AI Draft adoption rate (Should be greater than 65%)