Senior Technical Support Engineer

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

📋 Description

• Deliver L2/L3 technical assistance for DBSYNC Cloud Replication and enterprise data integration solutions.

• Cultivate and manage relationships with enterprise customers, troubleshoot technical challenges, and ensure prompt resolution of support cases.

• Analyze and resolve issues related to database connectivity, data synchronization, replication failures, performance, and integration.

• Provide support for databases, CRM platforms, ERP applications, and associated enterprise systems.

• Troubleshoot deployments in cloud-hosted, self-hosted, and on-premises environments.

• Collaborate with engineering, product, and implementation teams to address complex technical challenges.

• Monitor replication tasks, logs, data flows, and system performance to pinpoint root causes.

• Maintain technical documentation, knowledge base articles, and customer-facing troubleshooting guides.

• Proactively update enterprise clients on incidents, resolution strategies, and recommendations.

• Support US-based clients during the hours of 8:00 AM–5:00 PM US Central Time.

• Coordinate with internal teams as necessary.

⛳️ Requirements

• Over 5 years of experience in technical support, software support, enterprise applications, or data integration.

• Strong practical knowledge of SQL, relational databases, database connectivity, and troubleshooting.

• Experience with CRM and ERP systems, such as Salesforce, Microsoft Dynamics 365, Microsoft Dynamics 365 Business Central, or similar platforms.

• Understanding of data replication, synchronization, ETL/ELT, APIs, and integration concepts.

• Practical experience with cloud hosting platforms and on-premises infrastructure.

• Proven ability to manage enterprise customers, handle escalations, SLAs, and critical production issues.

• Excellent skills in communication, analysis, problem-solving, and customer management.

• Capability to work independently from India while supporting US enterprise customers during US Central Time business hours.

• Experience with SQL Server, PostgreSQL, MySQL, Oracle, or other relational databases.

• Familiarity with AWS, Microsoft Azure, or other cloud infrastructure.

• Knowledge of REST APIs, authentication, networking, firewalls, and troubleshooting connectivity.

• Experience with monitoring, incident management, ticketing systems, and remote troubleshooting.

• Previous experience in supporting SaaS products or enterprise data replication solutions.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and career advancement.

• Flexible working hours and the possibility of remote work.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday schedule.

• Engaging work environment with a focus on innovation and teamwork.