Technical Support Engineer (APAC)

Uplers Solutions Private Limited.; India; Remote; INR 1,200,000 - 1,800,000; Full time

Job summary

Uplers Solutions Private Limited. is hiring a Senior Technical Support Engineer to lead APAC front-line support for complex customer issues in a SaaS environment.

You will investigate production issues, analyze data with SQL, and collaborate with Product, Engineering, and Infrastructure teams across regions to resolve problems and improve support processes.

Qualifications

• 6+ years in technical support, application support, or customer-facing engineering.
• Ability to debug complex issues and communicate clearly with stakeholders.

Responsibilities

• Investigate complex customer issues in a multi‑component SaaS platform across apps, workflows and integrations.
• Analyse system behavior with SQL queries and data investigations to validate data and find root causes.
• Use browser DevTools to inspect requests, responses, and API behavior during troubleshooting.
• Debug system behavior using logs, monitoring tools, APIs, and data analysis.
• Serve as the primary technical contact for APAC customers, handling written communication and calls.
• Explain technical findings clearly to customers and internal engineering teams.
• Create structured bug reports and work with Product, Engineering, and Europe teams to drive resolution.
• Make prioritization and escalation decisions independently during regional hours.
• Identify recurring issues and process gaps, suggesting improvements for Support and Product.
• Contribute to documentation, tooling, and operational improvements as the team scales.

Skills

Technical Support

SQL

Job description

Experience: 5.00 + years

Salary: Confidential (based on experience)

Expected Notice Period: 30 Days

Shift: (GMT+05:30) Asia/Kolkata (IST)

Opportunity Type: Remote

Placement Type: Full Time Permanent position(Payroll and Compliance to be managed by: Cenosco)

(*Note: This is a requirement for one of Uplers' client - Cenosco)

What do you need for this opportunity?

Must have skills required:

Technical Support, SQL

Cenosco is Looking for:

We’re expanding our Support presence in APAC and looking for a highly autonomous Senior Technical Support Engineer to lead the regional front line for complex customer issues.

In this role you will investigate and resolve production issues in a complex SaaS environment by analysing application workflows, system behaviour, and database records. You will work closely with customers, Product, Engineering, and Infrastructure and Deployment teams to identify root causes and guide issues through to resolution. This role focuses on application-level troubleshooting and data investigation, rather than infrastructure or DevOps operations.

You will also act as the primary technical contact for customers in the APAC region. This includes leading technical discussions, managing incidents, and communicating clearly during high-impact situations.

As the sole Support presence in APAC, this role requires strong judgment, independence, and structured thinking. You will prioritize work, decide when to escalation, and represent Support in the region while collaborating closely with teams in Europe.

This role combines deep technical troubleshooting, customer engagement, and operational ownership, with opportunities to influence tooling, documentation, and support processes as we scale.

What You''ll Do

• Investigate complex customer issues in a multi-component SaaS platform, tracing problems through application behaviour, workflows, and integrations
• Analyse system behaviour using SQL queries and database investigation to validate data, identify inconsistencies, and isolate root causes
• Use browser developer tools (Network and Console) to inspect requests, responses, and API behaviour when troubleshooting application issues
• Perform structured debugging of system behaviour using logs, monitoring tools, APIs, and data analysis
• Serve as the primary technical contact for customers in the APAC region, handling written communication, customer calls, and incident discussions
• Communicate technical findings clearly to both customers and internal engineering teams, translating complex investigations into actionable insights
• Create structured, reproducible bug reports and collaborate closely with Product, Engineering, and Infrastructure and Deployment teams in Europe to drive resolution
• Make prioritization and escalation decisions independently during regional business hours
• Identify recurring issues, systemic risks, and process gaps, and translate these insights into improvements for Support and Product
• Contribute to documentation, support tooling improvements, and operational initiatives as the support function continues to scale

What You''ll Need

The Ideal Candidate:

• 6+ years in Technical Support, Application Support, or customer-facing technical engineering roles (5+ minimum considered)
• Enjoys debugging complex issues
• Communicates clearly with both technical and non-technical stakeholders
• Takes ownership of problems until resolution
• Detail-oriented and methodical when analysing systems

Core Technical Skills

• Ability to troubleshoot complex software systems
• Working knowledge of SQL
• Experience investigating issues using data and database queries
• Familiarity with browser developer tools (DevTools, Network tab)
• Ability to inspect request/response data (e.g., JSON payloads)
• Structured problem-solving and root cause analysis

Bonus Points For

• Experience supporting SaaS or enterprise software
• Familiarity with application logs and debugging workflows
• Experience working with ticketing systems and customer-facing technical support
• Exposure to relational database schemas and data models

Why You’ll Love Working with Us

• Work in a fast-growing and interesting industry
• Flexible work that best fits your needs and the role
• Competitive compensation
• Top-notch offices and equipment
• Continuous improvement and learning opportunities to grow your career
• Team activities, not the usual one just to look nice on social media but what our team choose and ask for
• A great team of engaged passionate and helpful people

About Uplers:

Our goal is to make hiring reliable, simple, and fast. Our role will be to help all our talents find and apply for relevant contractual onsite opportunities and progress in their career. We will support any grievances or challenges you may face during the engagement.

(Note: There are many more opportunities apart from this on the portal. Depending on the assessments you clear, you can apply for them as well).

So, if you are ready for a new challenge, a great work environment, and an opportunity to take your career to the next level, don't hesitate to apply today. We are waiting for you!