Senior Technical Support Engineer - IT Operations

We are looking for a highly skilled Senior Technical Support Engineer who can serve as the go-to expert for complex technical issues, customer escalations, and critical problem resolution.

Youll be working closely with engineering, product, and customer success teams to ensure seamless troubleshooting, superior client experience, and operational excellence.

Key Responsibilities :

• Act as the highest point of escalation for complex technical issues across customers and internal teams.
• Diagnose, troubleshoot, and resolve product, infrastructure, and integration-related problems with precision.
• Collaborate with engineering and product teams to identify root causes, drive fixes, and recommend product improvements.
• Create and maintain detailed documentation, knowledge base articles, and best practices to reduce future incidents.
• Mentor and guide junior support engineers, fostering technical depth and problem-solving excellence within the team.
• Drive incident management processes for critical outages, ensuring timely resolution and clear communication with stakeholders.
• Partner with customers to understand their environments, provide proactive guidance, and deliver outstanding technical support.
• Contribute to continuous improvement initiatives by analyzing recurring issues and proposing preventive measures.

Required Skills & Qualifications :

(ref : hirist.tech)