Source description
About the role
Experience and Background:
1-3 years L2 technical support experience in enterprise SaaS platforms/products (AWS Cloud preferred) in a customer-facing role.
Proven track record handling technical issues in production environments, supporting distributed systems.
Experience in supporting a multi-tenant SaaS product or platform; familiarity with multi‑tenant architecture, integrations, and configuration management.
Troubleshooting AI-powered Product features
Hands-on experience troubleshooting AI-powered features. Able to distinguish model issues from data, configuration, or system-level failures with precision.
Knowledge of Authentication, Authorization, and Enterprise Integrations
SSO protocols (SAML, OAuth 2.0, OpenID Connect).
Identity and Access Management (IAM) frameworks.
Multi-Factor Authentication (MFA) and Role-Based Access Control (RBAC)
Just-in-time (JIT) provisioning and SCIM (System for Cross-domain Identity Management).
Backend and Systems skills:
Strong understanding of database concepts; proficient in SQL for querying, analysis, and data validation. Experience with relational and NoSQL systems (e.g., PostgreSQL, MySQL) and ability to debug data inconsistencies and performance issues, and hands-on experience in Snowflake.
Experience querying and analyzing logs, identifying patterns (tools like Datadog, Loki, Sumologic, Splunk, Grafana).
Proficient in debugging modern web applications across backend (GoLang/Python) and API layers (REST, GraphQL; gRPC).
Familiarity with AWS services including, Lambada, CloudWatch, S3 as well as experience with Kafka, Kubernetes, and Snowflake.
Frontend and client side skills:
Proficient in debugging React applications.
Capture and analyze client logs (HAR files, network waterfalls, browser dev tools, net-export, wireshark).
Experience with monitoring tools (Zipy, Fullstory) and BI/analytics tools (Mixpanel, Metabase).
Customer Relationship and Soft Skills:
Strong written, verbal communication skills and empathy when interacting with customers.
Ability to build and maintain trusted relationships with customers and internal teams.
Maintains a calm and methodical approach in high pressure situations.
Proactive, detail oriented, thrives in ambiguity, adapts quickly to changing priorities, and manages multiple concurrent issues in a fast paced environment.
Analyzes and prioritizes issues based on SLAs and customer impact.
Good to have:
Familiarity with prompt engineering (helpful for L2 support on AI-powered products).
Understanding of building or configuring AI agents, including workflows, task automation, and basic agent behavior troubleshooting.
Experience in Mobile App troubleshooting on Android and iOS.
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