Eptura - Senior Support Engineer - IT Operations

Position : Senior Support Engineer

Experience : 5+ Years

Location : India

Employment Type : Full Time

Job Summary :

Eptura is seeking a highly skilled and experienced Senior Support Engineer with over 5 years of experience to provide expert L2 / L3 technical support for our enterprise SaaS solutions. This role is for a hands-on professional with a strong technical foundation in cloud-based environments and web application troubleshooting. You'll be instrumental in diagnosing complex issues related to APIs, microservices, and databases, while also acting as a technical leader and mentor to junior team Responsibilities

• Provide high-quality L2 / L3 technical support via chat, phone, and email, troubleshooting and resolving complex customer issues related to application logic, database performance, and API connectivity.
• Perform in-depth root cause analysis (RCA) using log aggregation and monitoring tools like Splunk, ELK Stack, or New Relic to isolate and fix software bugs.
• Manage high-priority cases, acting as a technical liaison with Engineering and Product teams to ensure the efficient resolution of critical bugs and service disruptions.
• Identify, document, and submit detailed software bugs and enhancement requests to the product backlog using formal issue tracking systems such as Jira or Zendesk.
• Drive continuous improvement by identifying inefficiencies in support workflows and recommending strategies for automation using scripting or other tools.
• Serve as a subject matter expert on Epturas products and their underlying architecture, guiding both customers and internal teams.
• Develop and maintain technical guides, knowledge base articles, and training resources to empower users and scale support Skills & Qualifications :
• 5+ years of proven experience in a technical support role, preferably in a SaaS or enterprise software environment.
• Strong expertise in diagnosing and resolving software issues in cloud-based environments (AWS, Azure, or GCP).
• Hands-on experience with Web API troubleshooting, utilizing tools like Postman or cURL for testing and analysis.
• Proficiency in SQL for querying databases (MySQL, PostgreSQL) to analyze data and troubleshoot application-level issues.
• A strong understanding of the Software Development Lifecycle (SDLC) and agile methodologies.
• Experience with IT Service Management (ITSM) tools for incident, problem, and change management.
• Familiarity with containerization technologies like Docker.
• Ability to work on rotational shifts and provide weekend on-call support.

(ref : hirist.tech)