Senior Customer Support Engineer

Key Responsibilities :

• Take end-to-end ownership of customer cases, including initial troubleshooting, root cause identification, escalation management, and resolution.
• Provide troubleshooting support to customers and partners via multiple channels (web, email, phone, virtual meetings).
• Collaborate with customers and internal stakeholders to ensure timely incident resolution.
• Develop, test, and document workarounds for reported product issues.
• Communicate with engineering teams to report and investigate customer issues.
• Contribute solutions and documentation to the knowledge base.
• Collaborate with team members on technical and non-technical projects.
• Provide guidance and training to junior team members as needed.
• Work during fixed evening / night IST hours (5 PM to 2 AM shift) and occasionally in 24x7 support rotation.

Skills We're Looking For :

Skills Required

Oracle, Sql Server, Mysql, Postgres, Unix / linux, Networking