Technical Support Engineer III - SaaS Applications
HirevedaBangalore6 days ago
Job descriptionCollaborate with Engineering and Product teams to identify, document, and escalate product bugs or performance bottlenecks. Reproduce customer environments and issues using tools like Postman, SQL queries, and debug logs. Provide timely, detailed, and customer-friendly responses via ticketing systems, email, or live channels. Create and maintain technical documentation, knowledge base articles, and runbooks to improve internal and customer self-service efficiency. Contribute to process automation and support tooling improvements. Mentor and provide guidance to Level I / II support engineers. Participate in on-call rotations to ensure 24 / 7 support coverage for critical incidents. Bachelors degree in Computer Science, Information Technology, or related field (or equivalent experience). 5+ years of experience in a technical support or customer success role for SaaS applications. Strong troubleshooting skills with web-based technologies (HTTP, REST APIs, JSON, HTML, JavaScript, CSS). Hands-on experience with SQL and basic data querying or log analysis. Familiarity with cloud platforms such as AWS, Azure, or GCP. Experience with identity and access management (IAM), OAuth, SSO / SAML, or API authentication. Proficient in ticketing systems (Zendesk, ServiceNow, Jira Service Management, etc.) and collaboration tools (Slack, Confluence, etc.) Excellent written and verbal communication skills with a strong customer-first mindset
About the Role :
Were looking for an experienced Technical Support Engineer III to join our global support team. In this role, you will serve as a technical expert for our SaaS applications, working directly with customers, product, and engineering teams to resolve complex technical issues and ensure exceptional customer satisfaction.
As a Level III engineer, youll handle escalated cases, identify systemic issues, contribute to product improvements, and mentor junior team members.
Key Responsibilities :
- Serve as a subject matter expert for the companys SaaS products and integrations.
- Diagnose, troubleshoot, and resolve complex customer issues involving application logic, APIs, authentication, configuration, and
data flow.
Required Skills & Qualifications :
(ref : hirist.tech)
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Application Support Engineer • Bangalore
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