Senior Technical Support Engineer

About the Project

We are seeking a Tier 2 Technical Support Engineer who possesses strong technical expertise, outstanding problem-solving abilities, and a customer-focused attitude to join our team. In this position, you will assist enterprise clients using Platform for Virtual and Hybrid Events, an important component of our video software (SaaS) solutions. Your responsibilities will include ensuring smooth integration, onboarding, and troubleshooting for customer events, while working closely with internal teams

Required skills:

• 5+ years of technical support experience in SaaS.
• Able to handle high-pressure situations with excellent customer communication and escalation skills.
• Strong troubleshooting and debugging; skilled at log analysis, REST APIs, JSON, and SQL.
• Experience using AWS tools (CloudWatch, Athena, S3) and monitoring/logging platforms (Grafana, OpenSearch).
• Native-level fluency in spoken and written English.

These would also be nice:

• A Bachelor's degree in Computer Science, Information Technology, or a similar discipline is required.
• Proficient in reading and writing scripts in Python, Bash, or JavaScript.

Scope of work:

• Deliver high-quality technical support services to enterprise B2B clients, with a primary focus on the APAC region.
• Join a global support team and offer on-call assistance for critical issues as required.
• Troubleshoot complex technical issues and escalate as needed.
• Acts as the primary technical contact during the life-cycle Live events.
• Use SQL, Grafana, OpenSearch, and other tools to analyze logs, APIs, and errors.
• Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience.