Senior Technical Support Engineer

Summary

Join Simpplr's Technical Support Team as a Senior Technical Support Engineer and provide expert troubleshooting and technical support to our valued customers. You will diagnose and resolve technical issues, ensuring a seamless user experience. Collaborate with cross-functional teams to drive customer satisfaction and implement proactive support measures. This role requires strong technical skills, excellent communication, and a proactive approach to problem-solving. You will be the first line of technical support for enterprise customers and second line for others, utilizing various communication channels. The ideal candidate thrives in a fast-paced environment and is passionate about customer experience. Simpplr offers a Hub-Hybrid-Remote work model, providing flexibility to employees.

Requirements

• 3+ years of experience in a direct customer-facing support role, handling technical troubleshooting
• 3+ years of experience troubleshooting modern web applications
• Strong knowledge of Database technologies (SQL, MongoDB, Oracle) and the ability to write and execute queries
• Familiarity with APIs and knowledge of API debugging using Postman or cURL
• Strong ability to debug API and HAR files to diagnose and resolve complex technical issues
• Experience supporting SSO, SAML, Provisioning, User Sync, HRIS, and other integrations
• Hands-on experience with any log analysis tools (CloudWatch, Observe, Kibana, Loggly, Splunk, Coralogix) to investigate system behaviors and diagnose issues
• Familiarity with any Web Scripting languages (JavaScript/NodeJS, HTML, CSS, C, C++, Java, Python) to assist in troubleshooting
• Proficiency in support ticketing tools (Zendesk, JIRA, Salesforce Service Cloud)
• Understanding of APIs and integrations, including the ability to test API calls and analyze responses
• Experience working with Enterprise clients, with the ability to manage and troubleshoot issues in a complex IT environment
• Excellent written and verbal communication skills with a focus on clear, concise, and professional responses
• Ability to support and communicate effectively with US-based customers, tailoring responses based on customer profiles (technical vs. non-technical users)
• Comfortable with client phone/video calls to troubleshoot live issues, gather evidence, and set clear expectations
• Strong customer empathy with a proactive approach to ensuring a smooth customer experience
• Passionate about customer experience and dedicated to improving product adoption and usability
• Proactive problem solver who takes initiative to implement improvements where necessary
• Ability to work effectively across different teams, appreciating multiple perspectives to drive resolutions
• Strong technical curiosity and a desire to continuously learn and develop within the field
• Positive team player who contributes to a collaborative and engaging work environment
• Willingness to work flexible hours to support a global customer base, particularly US customers

Responsibilities

• Provide expert-level troubleshooting and technical support for Simpplr customers post-implementation
• Review, triage, and diagnose customer-reported issues, functional queries, admin requests, and feature requests
• Collaborate closely with Product, Engineering, and Customer Success teams to ensure timely resolution of complex issues
• Lead incident management processes for customer-impacting outages and drive resolution efforts
• Research and analyze complex cases, contributing to the internal Knowledge Base and Community forums
• Utilize debugging tools and available resources to investigate technical issues and provide detailed insights
• Ensure all support interactions are properly documented, following established processes and best practices
• Identify recurring issues and contribute to proactive support measures and process improvements

Preferred Qualifications

• Bachelor's degree in Computer Science, Computer Engineering, or equivalent experience
• Completion of a coding boot camp or relevant technical certification
• Experience with Intranet Software (Jive, Unily, LumApps, SharePoint, Confluence, Jira)
• Familiarity with AWS-based applications and cloud computing services

Benefits

• Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time
• Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis
• Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met