Sr Technical Support Engineer

Job Description

Aisera is seeking a Senior Technical Support Engineer to ensure product functionality and customer satisfaction. The engineer will work to resolve customer issues via system configuration, product functionality and enhancements. They will serve as the primary liaison between the company and its customers, providing excellent technical support and customer service.

This role involves working from 6:30 PM to 3:30 AM IST hours and requires strong problem-solving skills and the ability to work under pressure.

Responsibilities Include:

• Resolving customer questions or problems in system configuration/setup and product functionality.
• Serving as the primary support liaison between the Company and customers.
• Troubleshooting complex technical issues by performing product testing and customer issue replication.
• Working directly with sustaining engineering and development teams to resolve complex issues.

Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related.
• 8+ years of experience in a technical support role, preferably in a SaaS environment.
• Strong understanding of REST APIs and experience in troubleshooting API-related issues.
• Proficiency in scripting languages (e.g., Python, JavaScript, Bash).
• Knowledge of security standards & practices including OAuth, SAML, and SSO.

Aisera offers:

• Opportunity to work as a Lead Technical Support Engineer.
• Chance to work with Generative AI and Prompt Engineering if available.