Technical Support Engineer 2

Accountabilities: As a Technical Support Engineer 2, you will provide advanced technical assistance to customers and partners while acting as a bridge between users, support teams, and engineering groups. You will own complex troubleshooting cases, identify root causes, and contribute to continuous improvements in support processes.

Troubleshoot and resolve complex customer issues related to APIs, SDKs, cloud solutions, and communication technologies.

Support developers, architects, and technical teams by diagnosing problems with potentially significant business impact.

Investigate and resolve Quality of Service (QoS), connectivity, and platform-related issues.

Analyze server-side and client-side code issues, including JavaScript-based applications and backend technologies.

Troubleshoot REST APIs, HTTP protocols, SQL queries, network connectivity, SIP, VoIP, and IP telephony challenges.

Communicate technical findings clearly to both technical and non-technical audiences through email, calls, and support channels.

Collaborate with engineering and product teams to report reproducible issues, provide customer feedback, and support product improvements.

Document troubleshooting processes, solutions, and best practices to improve internal knowledge resources.

Identify recurring customer pain points and contribute ideas for operational and product enhancements.

Support customers during assigned shifts, including occasional holiday coverage when required.

Requirements:

The ideal candidate is a technically curious support professional with strong troubleshooting abilities, excellent communication skills, and experience working with software platforms, APIs, and customer-facing technical environments.

2+ years of experience in technical support, software support, or a similar technical customer-facing role.

Experience troubleshooting full-stack JavaScript applications, including server-side and client-side issues.

Knowledge of backend programming concepts and experience with technologies such as Node.js, C#, Java, Python, or similar languages is a plus.

Strong understanding of object-oriented programming concepts.

Basic SQL knowledge and ability to write and troubleshoot database queries.

Good understanding of APIs, HTTP protocols, RESTful services, and cloud-based solutions.

Experience troubleshooting network connectivity issues, including TCP/UDP, SSL/TLS, and related concepts.

Hands-on experience troubleshooting SIP, VoIP, and IP telephony technologies.

Ability to analyze complex technical problems and explain solutions clearly to different audiences.

Excellent written and verbal communication skills.

Strong customer-focused mindset with the ability to understand user needs and advocate for improvements.

Ability to work effectively in a remote, global, and shift-based environment.

Experience with serverless technologies, mobile applications, WebRTC, contact center solutions, or cloud platforms is a plus.

Benefits:

Remote-first work environment with flexibility across eligible locations in India.

Competitive compensation package.

Healthcare benefits and employee wellness support.

Generous paid time off and parental leave programs.

Retirement savings support and additional location-based benefits.

Opportunity to work with global customers and innovative communication technologies.

Exposure to large-scale cloud platforms, APIs, and modern software architectures.

Career growth opportunities through continuous learning and collaboration.

Supportive environment focused on innovation, ownership, and meaningful impact.

Opportunities to contribute to community initiatives through volunteering and employee programs.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether? 

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

#LI-CL1