Customer Support Engineer – Night Shift

This is a fully remote position, open to applicants in India.

📋 Description

• Manage all incoming requests to the Customer Support team via email, chat, phone, and workflow tools in accordance with the Service Level Agreements.

• Take ownership of and resolve L3-level technical problems, which includes debugging, root cause analysis, and minor code modifications (Java, Python, .NET).

• Log, monitor, and document the problem-solving process for Customer Support requests, detailing all successful and unsuccessful decisions, queries used, and actions taken until final resolution.

• Collaborate closely with Engineering, Data, Product, and module owners to facilitate issue resolution and bug fixes.

• Lead the implementation and deployment of AI Agents, ensuring data readiness and addressing issues such as hallucination, fallback handling, and prompt misinterpretation.

• Diagnose and resolve REST API issues while analyzing complex system logs to pinpoint root causes.

• Maintain a thorough and detail-oriented approach in analyzing and evaluating requests, employing methodical thinking and alternative problem-solving routes to expedite resolutions.

• Coordinate product testing during upgrades and releases.

• Exhibit a results-driven mindset with a passion for product, data, and daily responsibilities.

• Escalate issues as necessary to the appropriate analysts, leaders, and internal teams.

• Assist in the creation of knowledge base articles for the team and end users.

• Provide regular reports and present analyses regarding the status, categories, types, and root causes of all requests received by Customer Support.

• Communicate effectively with all levels of leadership, both internal and external, demonstrating strong verbal and written communication skills.

• Prioritize and execute tasks efficiently in a high-pressure environment, consistently meeting deadlines while thriving in a team setting.

• Ensure adherence to service agreements and quality standards while effectively prioritizing tasks in a demanding environment.

⛳️ Requirements

• A minimum of 3 years of experience at the L3 support level.

• Strong knowledge of programming languages including Java, Python, and .NET, with practical debugging experience.

• Capability to analyze and extract insights from complex logs and architecture.

• Solid understanding of REST APIs, integrations, and their resolution.

• Familiarity with LLMs and AI frameworks such as LangChain, LangGraph, LangSmith, OpenAI, and Databricks.

• Strong SQL proficiency and understanding of database concepts, including the ability to write complex queries.

• Experience with support tools such as Freshdesk, Zendesk, or comparable software is preferred.

• Excellent analytical, problem-solving, and communication skills (both written and verbal).

• Ability to thrive in a fast-paced, collaborative environment with flexible or rotational hours (primarily US hours).

• Proficient in all Microsoft Office applications.

🏝️ Benefits

• Comprehensive benefits for health, wealth, and wellbeing to support your thriving lifestyle.