Support Engineer - Customer support

Required Technical Skills

2–4 years of experience in product support, application support, technical support, or enterprise software troubleshooting.

Experience supporting browser-based enterprise applications.

Strong SQL skills and experience troubleshooting database-driven applications.

Working knowledge of Microsoft SQL Server and/or MySQL Database.

Ability to analyze complex queries, stored procedures, application data, locks, blocking sessions, indexes, and performance issues.

Understanding of Microsoft .NET-based enterprise application environments.

Experience reviewing application logs, exception traces, server logs, integration logs, and database findings.

Familiarity with application-hosting technologies such as IIS, Apache Tomcat, Nginx, or similar platforms.

Working knowledge of REST and SOAP web services, APIs, XML, JSON, and HTTPS.

Understanding of authentication, authorization, user roles, SSO, SSL/TLS, certificates, and network connectivity.

Experience supporting integrations with CRM, ERP, and other enterprise business systems.

Familiarity with workflow-based, rules-driven, configurable, or transaction-processing applications.

Basic understanding of Linux and/or Windows Server administration and troubleshooting.

Experience using case-management, engineering, documentation, and monitoring tools such as Salesforce Service Cloud, Jira, Confluence, Grafana, Graylog, Splunk, or similar platforms.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline.

• Experience supporting configurable enterprise applications involving workflows, approvals, calculations, transactions, or business rules.

• Understanding of end-to-end sales, order, approval, or commercial business processes.

• Experience troubleshooting calculation logic, workflow rules, data validations, user access, and customer-specific customizations.

• Familiarity with Salesforce or other CRM platforms and enterprise integrations.

• Experience supporting cloud-hosted and customer-managed enterprise applications.

• Exposure to AWS, Azure, or other cloud platforms.

• Understanding of ITIL-based incident, problem, change, and knowledge-management practices.

• Experience working with geographically distributed Support, Engineering, Cloud Operations, and Professional Services teams.

• Communication and Customer-Service Skills

• Excellent verbal and written communication skills in English.

• Ability to understand customer business scenarios and translate them into structured technical investigations.

• Ability to explain technical and functional findings clearly to customers and internal stakeholders.

• Strong customer-service mindset with end-to-end ownership of assigned cases.

• Ability to prepare clear case updates, technical summaries, Root Cause Analysis reports, and Knowledge Articles.

• Confidence in participating in and leading customer-facing troubleshooting calls.

• Ability to manage customer expectations professionally during high-priority incidents.

• Ability to collaborate effectively with technical and non-technical stakeholders across multiple regions.