Senior Technical Support Engineer

Job Description:

ABOUT THE ROLE
The Senior Technical Support Engineer represents the highest level of technical expertise within the client's Customer Support organisation. Operating from the Bangalore Centre of Excellence, this role is responsible for resolving the most complex product issues, leading deep technical investigations, and serving as the internal escalation point for the broader support team.
Senior engineers work directly with the Engineering organisation on product defects, drive root cause analysis, mentor junior team members, and contribute knowledge content that improves both human and AI-assisted support capabilities. This is a technically demanding and highly impactful role for engineers who thrive on solving hard problems in complex enterprise environments.

KEY RESPONSIBILITIES
• Serve as the senior technical escalation point for complex and high-priority customer issues across the client's product portfolio.
• Lead deep investigations into product defects, performance issues, integration failures, and cloud infrastructure incidents.
• Collaborate directly with Engineering to reproduce, document, and drive resolution of product-level defects.
• Mentor and coach Technical Support Engineers, providing technical guidance, code and log review, and knowledge transfer.
• Author high-quality knowledge articles, troubleshooting runbooks, and AI training content that improve team efficiency and reduce recurring issues.
• Conduct root cause analysis on repeat issues and escalation patterns, contributing insights to product and process improvement initiatives.
• Support the AI enablement strategy by identifying automation opportunities and contributing to knowledge base quality.
• Participate in on-call rotation for critical incident coverage across global time zones.
• Lead technical case reviews and contribute to continuous improvement of support processes and tools.
• Represent the support organisation in cross-functional product and engineering discussions as a technical
subject matter expert.

REQUIRED QUALIFICATIONS
• 5+ years of experience in technical support, software engineering, or systems engineering for enterprise software.
• Deep troubleshooting expertise across application layers, including frontend, backend services, APIs, databases, and cloud infrastructure.
• Strong proficiency with relational databases (PostgreSQL, Oracle, SQL Server), including query writing, log analysis, and schema interpretation.
• Experience with cloud hosting environments (AWS, Azure), including instance diagnostics, networking, and storage troubleshooting.
• Proficiency with REST API testing and debugging (Postman, curl, Swagger).
• Strong scripting or programming skills (Python, JavaScript, or equivalent) for diagnostic and automation tasks.
• Demonstrated ability to communicate complex technical findings clearly to both technical peers and non-technical stakeholders.
• Experience mentoring or coaching junior engineers.
• AI maturity Level 3: active daily user of AI coding, research, and knowledge tools with measurable productivity leverage; proficient in prompt engineering for complex technical investigations, log analysis summaries, and structured knowledge synthesis.
• Experienced in a draft-first AI response workflow, reviewing and refining AI-generated technical content with high accuracy (target 65% or above draft acceptance) and contributing to AI quality improvement through structured, actionable feedback.

PREFERRED QUALIFICATIONS
• Experience with GIS technologies such as ESRI ArcGIS, QGIS, PostGIS, OGC standards, or geospatial data formats.
• Familiarity with network or asset management platforms.
• Knowledge of Kubernetes, Docker, or containerised application environments.
• Experience contributing to AI knowledge base construction, authoring structured training examples, curating content for RAG consumption, and reviewing AI outputs for technical accuracy in enterprise support contexts.
• Familiarity with AI-assisted debugging, log analysis, or code review tools, and the ability to evaluate and improve AI tool effectiveness within a technical support workflow.
• ITIL v4 Foundation or equivalent certification.

ABOUT THE COMPANY:
A global software company providing geospatial network management solutions to the telecom and utility industries. Its platform helps customers plan, build, and operate complex network infrastructure more efficiently, supporting the digital transformation of networks worldwide.
The company operates internationally and is currently executing a strategic transformation to become a SaaS-first, AI-first business, with the Global Customer Support organisation central to that mission. The Bangalore Centre of Excellence is a new build-out. The client is an equal opportunity employer, committed to diversity and to creating an inclusive environment for all employees.