Technical Support Engineer II

Madison Logic; Pune District; Hybrid; INR 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive compensation

Professional development opportunities

Employee recognition programs

Job summary

A leading marketing technology company in Pune is seeking a Mid-Senior level Support Engineer to deliver tier II tech support, assist users, and enhance product knowledge. This role involves fostering relationships with stakeholders and creating a robust knowledge base. Candidates should have at least 5 years of relevant experience, including 2 years in a support role, and possess strong skills in AWS and SQL. The company promotes professional growth in a dynamic, hybrid work environment.

Qualifications

• At least 5 years of experience in a relevant field.
• Minimum of 2 years as a Support Engineer.
• 1+ year experience with AWS tools and services.
• Superb communication skills are required.
• 1+ year experience with AWS tools and services.
• 1+ year experience with the technical application system.
• Knowledge of database architecture and system configuration.
• Working knowledge of SQL, AWS, DB, NodeJS, Azure (preferable).
• Basic GitLab knowledge.
• 1+ year experience with JavaScript.

Responsibilities

• Provide tier II level support for hardware/software issues.
• Assist and train users in software utilization.
• Create and maintain a knowledge base for users.
• Consult with clients on best practices.
• Record and maintain accurate information within the ticketing system.
• Document any new or changed information regarding customers.
• Diagnose basic user issues within applications.
• Interface directly with customers to ensure their needs are met and provide superior experiences.
• Handle customer escalations and concerns.
• Perform testing, research, troubleshooting, and analysis activities to build knowledge base for support cases.
• Consistently improve technical product knowledge through training, self-directed research, and internal consultation to become an SME for Madison Logic products.
• Consult with clients on best practices to meet their business requirements.
• Help our team grow from your expertise, experience, and perspectives.

Skills

Fluent in English

Strong interpersonal skills

Proactive approach

Exceptional communication

Basic GitLab knowledge

Database architecture

GitLab

English communication

Education

University degree

Tools

AWS

SQL

JavaScript

NodeJS

Azure

Job description

Company Overview

At Madison Logic, we turn buyer uncertainty into confident action. Using data‑driven insights and strategic expertise, we help marketers align every decision‑maker, in every buying group, at every stage of the journey. We meet buyers wherever they are, navigating today’s non‑linear decision paths to keep marketers ahead. By combining data‑rich strategy with multi‑channel activation, we show B2B marketers and their agency partners not just what works, but why it works, so growth is accelerated with clarity and purpose.

Why You’ll Love Working Here

• Competitive compensation & benefits that reward your contributions.
• Employee recognition programs to celebrate achievements big and small.
• Professional development & learning initiatives to help you build your own path.
• Values anchored in Accountability, Team, Urgency, Respect, Integrity, and Innovation.
• Global exposure working alongside colleagues in India, Singapore, the UK, and the US to expand perspective and network.
• Yearly team offsites to connect, collaborate, and strengthen relationships in person.
• Lifestyle spending account benefit for wellness and work‑from‑home perks.

Our Commitment To You

• A culture where every person feels confident navigating their unique path and inspired to grow every step of the way.
• Support meeting you where you are, empowering your growth with clarity, support, and purpose.
• Your growth is yours to lead, but never a journey you take alone.

What You’ll Do

• Provide tier II level support, problem recognition, research, and isolation to resolve hardware and software issues.
• Assist and train inexperienced or non‑technical end users in software utilization.
• Foster strong relationships with internal and external stakeholders to build credibility for ongoing product enhancement.
• Create and maintain an application‑focused knowledge base for internal and external users.
• Record and maintain accurate information within the ticketing system.
• Document any new or changed information regarding customers.
• Diagnose basic user issues within applications.
• Interface directly with customers to ensure their needs are met and provide superior experiences.
• Handle customer escalations and concerns.
• Perform testing, research, troubleshooting, and analysis activities to build knowledge base for support cases.
• Consistently improve technical product knowledge through training, self‑directed research, and internal consultation to become an SME for Madison Logic products.
• Consult with clients on best practices to meet their business requirements.
• Help our team grow from your expertise, experience, and perspectives.

Qualifications

• US EST shift timing (10:00 AM – 6:00 PM) required.
• Fluent in English and clear, concise communication style.
• University degree with at least 5 years of experience.
• Minimum of 2 years as a Support Engineer.
• 1+ year experience with AWS tools and services.
• 1+ year experience with the technical application system.
• Knowledge of database architecture and system configuration.
• Working knowledge of SQL, AWS, DB, NodeJS, Azure (preferable).
• Basic GitLab knowledge.
• 1+ year experience with JavaScript.

What Sets You Apart

• Self‑sufficient and proactive with a strong sense of urgency.
• Exceptional verbal and written communication, with a knack for explaining complex concepts clearly across all levels.
• Team player and proven relationship‑builder.
• Strong interpersonal skills, high level of professionalism and integrity.
• Excellent organizational and project management skills.
• Experience handling multiple responsibilities in a fast‑paced environment.
• Positive attitude with a hands‑on, “roll‑up‑your‑sleeves” mindset.
• Encouraged collaboration with an emphasis on results, not hierarchy.

If you’re excited about helping clients succeed, love working at the forefront of marketing innovation, and want to be part of a team where integrity, respect, innovation, urgency, and accountability aren’t just words—they’re how we show up every day—then let’s talk.

Work Environment: We offer a mix of in‑office and hybrid working. Remote work arrangements are not available for all positions. Where applicable, hybrid WFH days must be conducted from a home office in a jurisdiction where Madison Logic has the legal right to operate. WFH requires availability and responsiveness on a full‑time basis from a distraction‑free environment with high‑speed internet.

Pay Transparency/Equity: We are committed to paying our team equitably for their work. Salary range and additional compensation, including discretionary bonuses and incentive pay, are determined by a rigorous review process considering experience, education, certifications, skills, and market data.

Seniority Level

Mid‑Senior Level

Employment Type

Full‑time

Job Function

Construction, Software Development, IT Services, and IT Consulting

Commitment to Diversity & Inclusion

Madison Logic is a proud equal‑opportunity employer. We are committed to equal employment opportunity regardless of sex, race, color, religion, national origin, sexual orientation, age, marital status, disability, gender identity, or Veteran status.

Privacy Disclosure

All information collected in this form or via your application is necessary for the performance of the job applied for. We will process the information you provide—including your CV, references, and educational verification—according to our privacy policy and for recruitment purposes only. For more information on how we process your data, see our privacy policy at https://www.madisonlogic.com/privacy/.