Technical Support Specialist Level 2

At HackerRank, we empower companies like NVIDIA, Amazon, and Microsoft to recruit and enhance the skills of the next generation of developers based on their capabilities, not their backgrounds. Our platform is relied upon by over 2,500 of the world's most innovative organizations to cultivate robust engineering teams prepared for future challenges.As we ente…

Join Celonis, the global frontrunner in Process Intelligence technology and one of the fastest-growing SaaS companies worldwide. We recognize a tremendous opportunity to enhance productivity by integrating AI and data intelligence into business processes, and we invite you to be a part of this transformation.The Team:Our Celonis Support Services team operates using a 3-Level Support model, featuring a dedicated group of highly-trained Celonis experts based at our Support Centre. Our support engineers are adept at addressing the common challenges organizations face when implementing Celonis software, offering swift diagnosis and resolution for product-related inquiries, and providing technical assistance for both On-Premise and Cloud-based Celonis products. You will directly report to the Team Lead of Customer Support and will be stationed in Bangalore, India. The Role:Your primary responsibility will involve analyzing, diagnosing, and resolving intricate technical issues. This will require close collaboration with our Product and Engineering teams, and occasionally with our customers.The work you’ll do:Deliver comprehensive technical support for customer inquiries across various product areas of the Celonis Platform.Manage and resolve complex support tickets in accordance with ITSM processes.Assess problems or defects for close collaboration with Celonis Development and Product Management.Engage in and lead regular Root Cause Analysis (RCA) cycles to enhance our Support Knowledge Base.Participate in initiatives aimed at Continual Service Improvement (CSI) within Celonis and the Support Organization.Engage in a 24x7 Support model.The qualifications you need:A degree in IT, Computer Science, Engineering, or a related field.Some experience as a Technical Support Engineer, preferably with a background in resolving complex technical issues.Basic knowledge of heterogeneous Linux/Unix systems.Familiarity with one or more areas such as SSO, JKS, Docker, Kubernetes, Datadog, Python, Java.A structured approach to problem analysis and resolution.Experience with database systems and SQL is preferred.Familiarity with AWS and/or MS Azure.Strong customer interaction skills, with a focus on communication and service.

Role Overview Smartsheet seeks a Level 1 Technical Support Specialist for its Bangalore office. This hybrid role centers on supporting customers of Smartsheet’s SaaS platform. As the first point of contact, the specialist provides timely and effective assistance, helping resolve product and usage issues while building strong technical and product knowledge. This position is well-suited for those starting their support careers who are eager to learn and grow in SaaS technical support. Shift Details This role requires flexibility to work US rotational shifts, including evenings and nights, to support a global customer base. Transportation is provided for these shifts. What You Will Do Serve as the first line of support for customers via chat, email, Zoom, and phone. Troubleshoot and resolve common product, configuration, and usage questions. Understand customer inquiries, replicate reported issues as needed, and document findings clearly. Follow established troubleshooting guides and workflows. Escalate complex or unresolved cases to Level 2/Level 3 teams, providing detailed context. Educate customers on product features and recommended practices. Keep accurate records of support cases and update knowledge base articles when required. Consistently meet defined SLAs, quality standards, and productivity targets. Location Bangalore, INDIA (Hybrid)

Join Wrike as a Technical Support Engineer and become an integral part of our dynamic team! As a Technical Support Engineer, you will provide exceptional support to our customers, resolving their technical issues and ensuring they have a seamless experience with our platform.

At HackerRank, we empower organizations like NVIDIA, Amazon, and Microsoft to identify and cultivate the next generation of software developers based on their abilities rather than their backgrounds. Our platform is trusted by over 2,500 of the world’s leading companies to build robust engineering teams prepared for the future.In a world where humans and AI collaborate seamlessly, the criteria for strong technical talent are evolving. We provide businesses with innovative methods to recognize and invest in future-ready skills.Our team at HackerRank is dedicated to the influence of our work and pays meticulous attention to detail, ensuring that our clients experience success with products they truly enjoy. We operate with urgency and believe that exceptional results stem from high standards.About the RoleAs a Technical Support Engineer, you will take ownership of customer-impacting technical issues from initial report to resolution and prevention. You will act as the primary technical authority for escalations, coordinating prioritization with engineering and product teams. Your contributions will enhance reliability and user-friendliness across the HackerRank platform.Key ResponsibilitiesTroubleshoot and resolve issues across the HackerRank platform, including high-severity, business-critical customer incidents that require swift diagnosis and coordinated responses involving web applications, APIs, ATS integrations, and developer tools.Engage in root-cause analysis with engineering, escalate as necessary, and advocate for timely resolutions to customer-impacting issues.Assist customers with SSO (SAML/OIDC) and SCIM integration setups involving Okta and other identity providers.Serve as the primary technical partner for customers, guiding them towards the most secure and effective technical solutions rather than just the immediate fixes.Contribute to post-incident reviews, documentation, and tooling enhancements to mitigate future issues.

Join WMG as a Technical Support Engineer, where you will play a vital role in providing exceptional technical assistance to our clients. You will troubleshoot issues, offer solutions, and ensure customer satisfaction through efficient service delivery. Your expertise will be essential in maintaining our reputation for excellence in technical support.

Join gleanwork as a Technical Support Engineer in the EMEA region. In this dynamic role, you will provide exceptional technical assistance to our clients, ensuring their systems run smoothly and efficiently. You will engage with a variety of technologies and customer inquiries, delivering top-notch solutions and contributing to customer satisfaction. Your expertise will help our clients navigate technical challenges and enhance their experience with our products.

Join Kaseya as a Technical Support Engineer and become a key player in delivering exceptional support to our clients. In this role, you will troubleshoot technical issues, provide solutions, and enhance customer satisfaction. You will collaborate with cross-functional teams to ensure seamless service delivery and contribute to the continuous improvement of our support processes.

Join us in transforming the way the world connects!If you feel you don't meet all the criteria listed below but are still passionate about the role, we encourage you to apply. We recognize that candidates may excel in various areas and have diverse skills.About the Position:As a Senior Technical Support Engineer at our dynamic startup, you'll be part of the Technical Support Engineering (TSE) team. This team plays a vital role in assisting Kong's customers to address intricate technical challenges in both production and pre-production settings.You will collaborate with your colleagues and our customers to support cutting-edge technologies that tackle real-world problems. Providing constructive feedback and insights to our Product and Engineering teams will be crucial as you voice our customers' needs. Your contribution will be significant, and you will have a tangible impact on customer satisfaction and relationships with Kong.This role requires availability from 4 PM to 1 AM (India Time) to align with the EST shift.Key Responsibilities:Work alongside top-tier developers globally to implement Kong's API Gateway and ServiceMesh solutions.Lead the resolution of complex technical issues, collaborating closely with customers during live troubleshooting sessions via calls and emails in an enterprise environment.Develop comprehensive knowledge articles to enhance our documentation and assist customers in understanding product functionalities.Engage with engineering and product teams by offering real-time feedback on product performance and customer requirements.Coordinate with other customer-oriented teams, including Education, Technical Account Managers, Customer Success Managers, and Professional Services, to resolve customer concerns.Contribute to innovation within the support team and across the company by seeking improved methodologies, tools, and service delivery standards for our global clientele.Provide technical guidance to team members and engage in various ad-hoc projects.Qualifications:You possess a strong desire to learn and grow, with a proactive approach to technical challenges.Experience in a related technical support role or a strong background in software development.Excellent communication and interpersonal skills.

For over two decades, Smartsheet has empowered individuals and teams to accomplish remarkable feats. Our innovative work management solutions enable seamless automation, insightful analysis, and smarter scaling. More than just tools, we create an environment that encourages expansive thinking, decisive action, and the realization of impactful work. At Smartsheet, we believe that when challenges meet purpose, and passion translates into progress, it creates a truly magical workplace experience.Position: Level 2 Support Specialist – Customer Support (SaaS)Location: Bangalore, India (Office-based / Hybrid)Shift: Must be willing to work in rotational shifts, including evenings and nights, to assist global customers. Transportation will be provided.About the Role:Smartsheet is in search of a dynamic Level 2 Support Specialist who will address complex technical challenges. The ideal candidate will thrive in troubleshooting, testing, and documenting intricate technical issues. This role demands a highly motivated individual capable of collaborating in a knowledge-sharing environment, effectively resolving customer technical issues. Our support team prioritizes empathy and expert engagement, serving as the first point of contact for our customers, assisting with issue resolution, sharing best practices, and advocating for user needs. Our specialists are aligned with various knowledge domains to ensure efficient customer resolutions.You will report to a Support Team Manager, and this position is office-based.Transportation: Company-provided for evening and night shifts.

About Easyship: Easyship stands at the forefront of multi-carrier shipping software, dedicated to making global eCommerce accessible to all. Since our inception in 2014, we have been driven by the vision to simplify logistics by eliminating the uncertainties surrounding international shipping costs and complexities. With over 100,000 brands relying on our platform, we serve as a single 'mission control' for global trade, providing access to more than 550 courier services spanning over 200 destinations. As a globally recognized and award-winning team (featured in Forbes 30 Under 30, and recognized by TechInAsia as a Best Startup), we have established our offices in key cities such as London, New York, and Hong Kong. Our rapid growth is fueled by a commitment to transparency and a passion for constructing the infrastructure that powers modern commerce. If you're eager to tackle complex challenges at a large scale, we would love to have you on board. Who We’re Looking For:We are in search of L2 Technical Support Engineers to be the technical backbone of our client support operations. In this vital role, you will deliver 'white-glove' service to our most esteemed clients while acting as the conduit between frontline support and our engineering teams. In this position, you won’t just resolve tickets; you will own the entire technical resolution lifecycle. You should possess an engineering mindset, a mastery of APIs, and the ability to articulate complex technical root causes to non-technical stakeholders. Key Responsibilities: Incident Management & Client Advocacy: Rapid Response: Monitor dedicated external communication channels to provide immediate, expert-led responses to high-priority client issues, strictly adhering to SLAs. End-to-End Ownership: Manage the entire lifecycle of complex issues—from initial acknowledgment and investigation to client communication and final resolution. Expectation Management: Proactively set clear expectations regarding resolution timelines (ETA) based on issue complexity and resource availability. White-Glove Communication: Act as the dedicated Tier 2 Point of Contact (POC), translating complex technical findings into clear, jargon-free language to facilitate client understanding. This full-time, onsite role is based in our Bengaluru (MG Road) office and follows US collaboration hours (10:00 PM–7:00 AM IST) to ensure seamless cross-regional execution.

About the RoleJoin Cyberhaven as we expand our Technical Support team in Bangalore! This is an exciting opportunity for a proactive and enthusiastic individual who is eager to make a significant impact in our dynamic environment. As a Technical Support Engineer L2, you will immerse yourself in our cutting-edge AI Data Security platform, becoming an expert on how it integrates with various endpoints used by our clients. Your passion for technology and customer satisfaction will drive you to effectively resolve issues and collaborate with our talented engineering team to enhance the security posture of our customers. In this role, you will engage with security and customer operations teams, showcasing your technical expertise and customer-focused mindset. A proactive approach to problem-solving, alongside your experience with SaaS-based security products, will be pivotal in this fast-paced, high-growth setting. This position reports directly to the Director of Support.What You'll DoDeliver clear, actionable guidance in both technical and layman’s terms to help customers troubleshoot and utilize our platform effectively.Take ownership of customer issues from initial troubleshooting through to root cause identification and resolution or escalation.Quickly identify and escalate critical issues requiring immediate attention to ensure swift resolution.Foster strong relationships with our backline engineers to collaboratively address complex technical challenges.Consistently meet or exceed customer expectations in terms of response quality, timeliness, and overall experience.Act as the primary contact for customer escalations, ensuring prompt resolution of issues.Gather data, replicate reported issues, and document bugs for the engineering team regarding product-related customer challenges.Develop process and troubleshooting documentation to enhance our support knowledge base.Collaborate with client resources to assess their data security risks and address potential threats.Work closely with the Head of Customer Experience to implement processes, reporting, and metrics showcasing support productivity and client satisfaction.

About BureauIn a world where billions engage online, digital fraud presents a critical challenge for businesses, resulting in over US$486 billion in losses globally. Bureau addresses these pressing concerns, providing a robust platform for identity decisioning, fraud prevention, and compliance.Bureau stands at the forefront of enhancing digital security and compliance. We foster a culture that encourages innovative thinking and values every voice, creating an environment where your ideas can thrive. With our core values of confidence, growth, customer-centricity, and agility, we empower our team members to excel and evolve.Having built a knowledge graph of over 1 billion verified identities worldwide, and supported by leaders like Sorenson Capital and PayPal Ventures, Bureau is not only expanding rapidly but also redefining the landscape of digital trust.Your Role: Technical Support EngineerIn this pivotal role, you will collaborate with both new and existing customers to facilitate seamless onboarding and provide ongoing technical support. Your efforts will involve working with diverse teams, including Engineering, Product, Sales, Solutions, and Marketing, to troubleshoot technical challenges and improve our offerings based on user insights.Your Responsibilities:Internal Ticket Management: Manage the triage and resolution of customer queries using our ticketing systems.Enhancing Customer Experience: Strive to elevate customer satisfaction through prompt issue resolution and high-quality support.Problem Solving: Assist customers in navigating product features, usability, and performance, including pre-sales support and onboarding.Cross-Department Collaboration: Work closely with Engineering and Product teams to integrate customer feedback and optimize platform performance.Stakeholder Engagement: Effectively communicate with non-technical stakeholders to facilitate understanding and resolution of technical issues.

Join our dynamic team at Gleanwork as a Technical Support Engineer during the night shift (9:30 PM - 6:30 AM IST). In this role, you will be the first line of support for our clients, troubleshooting technical issues and ensuring customer satisfaction. This position is ideal for tech-savvy individuals who enjoy problem-solving and providing excellent customer service.

Join our dynamic team at Moveworks as a Staff Technical Support Engineer, where you will play a crucial role in delivering exceptional customer support and technical solutions. Your expertise will help us empower organizations by automating their IT support, improving response times, and enhancing overall user experience. You'll collaborate closely with cross-functional teams to troubleshoot issues, implement solutions, and ensure customer satisfaction.

About You As a seasoned technical support expert, you are dedicated to delivering exceptional customer service and possess a strong drive to resolve intricate challenges in high-pressure situations. With over 4 years of experience, your background includes providing support to enterprise clients, conducting technical investigations, and championing ongoing product enhancements. Your passion for navigating the dynamic landscape of email and SaaS security fuels your enthusiasm for a platform that utilizes behavioral AI to thwart threats that others may overlook. You excel as a communicator, problem-solver, and advocate for customers, ensuring outstanding support and fostering trust at every interaction. What You Bring: 4+ years in technical support roles, preferably in cybersecurity, enterprise SaaS, or API-driven environments. Solid understanding of email security principles, SaaS platforms, and cloud ecosystems including Microsoft 365, Google Workspace, Slack, Okta, Splunk, Crowdstrike, Cortex SOAR, REST API, and Zoom. Demonstrated ability to troubleshoot complex technical problems, analyze logs, and work collaboratively with Engineering and Product teams. Outstanding written and verbal communication skills, capable of articulating technical concepts to both technical and non-technical audiences. Proficient in using support and collaboration tools such as Zendesk, Salesforce, Jira, and Confluence. A proactive attitude towards continuous learning, operational efficiency, and enhancing both customer experiences and internal support workflows. Experience with AI tools (e.g., GPT-based assistants, internal chatbots, or AI-powered support solutions) for troubleshooting is a significant advantage. In This Role, You Will: Serve as a trusted Level 1 technical advisor for enterprise customers utilizing Abnormal’s Cloud Email Security, AI Security Agents, and SaaS Security solutions. Manage and resolve incoming support tickets, addressing configuration challenges, API inquiries, behavioral false positives, and threat investigations. Provide clients with timely updates, root cause analyses, and solution recommendations to reinforce confidence in the product. Collaborate closely with Engineering to ensure prompt, high-quality resolutions and thorough documentation of post-mortems. Facilitate smooth customer onboarding and ongoing engagement in partnership with Customer Success Managers. Develop and update internal and external knowledge base materials to enhance case deflection and empower customers. Identify trends in support interactions to drive improvements in service delivery and customer satisfaction.

For over two decades, Smartsheet has empowered individuals and teams to accomplish remarkable feats. From intuitive work management to innovative, scalable solutions, we consistently embrace efficiency. Our mission is to develop tools that enable teams to automate tedious tasks, uncover valuable insights, and scale intelligently. More than just tools, we cultivate an environment where creativity thrives, actions are taken, and impactful work is unlocked. When challenges align with purpose and passion translates into progress, that's where the magic happens, and it's what motivates us daily.Position: L1 Support Specialist – Customer Support (SaaS)Location: Bangalore, India (Office-based / Hybrid)Shift: Must be willing to work in rotational shifts, including evenings and nights, to support our global clientele. Transportation will be provided.Role Overview:We are in search of a dedicated L1 Support Specialist to join our customer support team in Bangalore. As the initial point of contact for our customers, you will deliver prompt, high-quality assistance while addressing common product and usage challenges. Your contribution will be vital in ensuring an exceptional customer experience while establishing robust product and technical foundations.This opportunity is ideal for individuals at the start of their support careers, eager to develop technical skills and pursue a long-term career in SaaS support.Responsibilities:Deliver frontline customer support through chat, email, Zoom, and phone.Troubleshoot and resolve common product, configuration, and usage issues.Comprehend customer concerns, replicate issues when necessary, and document findings succinctly.Adhere to established troubleshooting protocols and workflows.Escalate complex or unresolved issues to L2/L3 teams with complete context.Educate customers about product features and best practices.Maintain accurate case notes and update knowledge base articles as required.Achieve defined SLAs, quality standards, and productivity goals.

At Coram AI, we are revolutionizing video security for today's world. Our cutting-edge cloud-native platform leverages computer vision and artificial intelligence to empower businesses to enhance safety, make informed decisions, and accelerate their operations. From real-time alerts to effortless clip sharing and comprehensive multi-site visibility, we are setting new standards in security.Join our dynamic, fast-paced team that prioritizes transparency, skillful execution, and impactful contributions. Here, every team member's voice is valued, and everyone contributes to shaping how AI enhances safety and connectivity in our world.Meet the TeamOur team at Coram AI is comprised of seasoned entrepreneurs and technology innovators with over a decade of experience building autonomous vehicles at prestigious institutions such as Stanford University, Oxford University, Zoox, and Lyft. Having successfully founded and exited various tech companies, they have embarked on this new venture with Coram AI.The Role & RequirementsWe are on the lookout for a dedicated Technical Support Engineer to become an integral part of our Bangalore team. In this role, you will act as a vital link between our customers and our product, diagnosing issues, analyzing systems and metrics, and ensuring that our clients receive prompt, insightful solutions. Additionally, you will contribute to our continuous improvement by documenting solutions and automating responses to recurring challenges.In this role, you will:Diagnose and resolve customer issues by analyzing logs, querying APIs, and utilizing monitoring tools such as GrafanaMaintain clear communication with customers throughout the resolution process, ensuring they remain informed and reassuredDevelop and maintain documentation for critical and recurring issuesIdentify trends and create automation or solutions to prevent recurring issuesCollaborate with engineering teams to escalate complex bugs and advocate for customer needsAssist in enhancing support processes and toolsYou would be an excellent fit if you have:2+ years of experience in technical support or a related customer-facing technical roleProficiency in debugging issues using APIs, logs, and observability toolsStrong ability to produce clear documentation and runbooksExperience with scripting or automation tools to enhance efficiency

Veeam Software is seeking a Specialist Engineer, Advanced Technical Support for Public Cloud, based in Bangalore, India. This role centers on delivering in-depth support for Veeam Backup solutions across AWS, Microsoft Azure, Google Cloud, and Veeam Data Cloud for Azure. The position calls for strong expertise in both Veeam and third-party products, with a focus on ensuring customer satisfaction through advanced troubleshooting and collaboration. Key responsibilities Deliver advanced technical support to Veeam clients by phone, email, and web conferencing. Handle escalated support cases from Technical Support and less experienced ATS team members, applying specialized knowledge. Diagnose and resolve issues involving third-party software, operating systems, networks, and applications that interact with Veeam products. Meet all assigned SLA and OLA requirements, keeping cases updated and managed within required timeframes. Document every customer interaction accurately in the CRM system, following SLA standards. Accept call transfers for both new and ongoing support cases as needed. Build and maintain strong customer relationships through prompt, clear communication. Collaborate with QA, R&D, Product Management, and other teams on cross-functional projects. Contribute to the internal Knowledge Base within your technical specialty. Mentor and train junior engineers regularly. Participate in pilot projects and knowledge-sharing initiatives across the department. Role focus This position emphasizes advanced troubleshooting for public cloud backup solutions, working closely with peers and other departments to resolve complex technical issues. The role also involves sharing expertise, supporting less experienced team members, and contributing to continuous improvement within the support organization.