Technical Support Engineer (Hybrid)

We're looking for a Technical Support Engineer who will serve as the critical bridge between our support team and our engineering team. As our AI-powered solutions grow in complexity and adoption, we need someone who can understand technical issues at a surface level, empower our support staff with the right tools and knowledge, and ensure our engineering team focuses on building rather than debugging customer configurations.

You'll be the technical detective who can read CloudWatch logs, understand API responses, debug and translate complex technical findings into clear guidance for our support team. This role is perfect for someone who loves problem-solving, has technical curiosity, and enjoys enabling others to deliver exceptional customer experiences.

Support Team Enablement:

• Partner with support staff to investigate and resolve customer issues
• Ask probing questions/ technical questions to understand the problem/ issue in order to debug quickly
• Help craft clear, customer-friendly explanations of technical issues and resolutions
• Train support staff on common technical patterns and troubleshooting approaches

Technical Investigation:

• Analyze CloudWatch logs, application logs, and monitoring dashboards to identify root causes
• Understand API integrations and identify configuration errors vs. actual bugs
• Perform basic SQL queries to investigate data-related customer issues
• Collaborate with engineering team when genuine bugs or complex issues are identified

Process & Documentation:

• Build and maintain internal runbooks and troubleshooting procedures
• Document common customer issues and their resolutions
• Contribute to improving our support processes and customer experience
• Help identify patterns in customer issues to prevent future problems

Escalation Management:

• Help support team determine when issues require engineering intervention vs. customer education
• Provide detailed technical context when escalating to the engineering team
• Support the follow-up process on escalated issues to ensure resolution
• Potential for direct customer communication as the role evolves

Education & Experience:

• B.E/B.Tech/B.Sc. in Computer Science, Information Technology, or equivalent
• 2+ years of experience in technical support, customer success, or related field
• Experience supporting B2B SaaS products preferred
• US shift of 6pm IST to 3am IST
• Preferred location: Mumbai or Bengaluru (hybrid)

Technical Skills:

• Proficiency in reading and interpreting application logs and error messages
• Basic understanding of APIs, HTTP status codes, and JSON responses
• Familiarity with cloud platforms (AWS preferred) and monitoring tools
• Experience with ticketing systems and customer support tools

Essential Qualities:

• Strong problem-solving and analytical thinking abilities
• Excellent communication skills for internal collaboration and knowledge transfer
• Ability to translate technical concepts into simple, actionable guidance
• Collaborative mindset and patience when coaching support team members
• Curiosity and willingness to learn new technologies and processes

Professional Growth:

• Direct exposure to cutting-edge AI and machine learning applications in finance
• Opportunity to build processes and documentation from the ground up
• Close collaboration with engineering and product teams
• Clear path for growth into more technical or leadership roles

Team & Culture:

• World-class team - Learn from (and teach) some of the brightest people from BCG, Deloitte, EY, Blackstone, Meta, Amazon, and IIT/IIM/BITS alumni
• Continuous education - We sponsor training materials, books, courses, and exam fees for role-related upskilling
• Entrepreneurial environment where your ideas and improvements are valued

• GenAI experience – Work directly in the innovative field of GenAI, shaping groundbreaking projects that redefine consumer finance intelligence.
• World-class team - You'll get the chance to learn from (and teach) some of the brightest and most skilled people you'll ever meet. Our team members have been part of BCG, Deloitte, EY, Blackstone, Meta, Amazon and are IIT, IIM, BITS alumnus.
• Continuous education - As relentless seekers of knowledge, we sponsor and support any training materials, books, courses, and exam fees for upskilling yourself in areas related to your role - but that's not where it ends. If you make a good case for some extra learning, we're delighted to foot the tab.
• Food at the office – Meals are on us. We won't let your stomach grumble while you hustle.
• Health insurance - Health always comes first. The health of your family is as important to us, as it is to you. We offer insurance coverage for both you and your family.
• Flexible schedule - We're not a "clock in, clock out" company. Morning person? Start work while the world's still sleeping. Night owl? Ramp things up while others are winding down. You're fully trusted to create the right conditions for your own personal peak productivity. We only ask that you be available to your teammates for seamless collaboration.
• Generous leave policy - Take all the time you need to recharge your batteries - no cap on vacation here. Because a rested, relaxed, and refreshed mind is a happy and effective mind.
• Recreation & team activities – We regularly indulge in friendly football, table tennis, cooking sessions and challenge each other to do those extra push ups or chug that 4th drink (of course that’s Nimbu Pani).