Job Title

Senior or Lead Technical Support EngineerLocation: India (Night Shifts – US Time Zone)Experience: 4–12 yearsShift: Full-time | Night Shift | Weekend Availability RequiredIndustry: SaaS / Telematics / AI-based ProductsFunction: Technical Support / Customer SupportAbout the RoleWe are seeking a highly capable and customer-focused Senior or Lead Technical Support Engineer to join our global support team. This role is critical in delivering timely, high-quality support to our US-based customers and ensuring a seamless experience across our AI-driven and Telematics platforms. You will work closely with Engineering, Product, Sales, and Customer Success teams to resolve complex issues, drive customer satisfaction, and contribute to continuous improvement.Key ResponsibilitiesServe as a technical expert and primary point of contact for escalated customer issues.Troubleshoot and resolve complex technical problems via phone, chat, and remote tools.Perform root cause analysis and collaborate with Engineering to drive long-term solutions.Conduct pre- and post-deployment sanity checks to ensure product stability.Work closely with cross-functional teams to ensure timely resolution and meet SLAs.Maintain detailed case documentation and ensure proactive follow-ups.Participate in 24x7 support rotations, including weekends and on-call duties.Deliver product walkthroughs, training sessions, and feature presentations to customers.Analyze trends in support cases to identify recurring issues and recommend improvements.Contribute to knowledge base articles and internal documentation.Ensure high levels of customer satisfaction (CSAT) through timely, empathetic, and effective support.Must-Have Qualifications4–12 years of experience in technical support, preferably in SaaS or cloud-based environments.Strong communication skills with excellent spoken and written English.Proven experience supporting US-based customers and working night shifts.Hands-on experience with REST APIs, basic SQL, and issue replication.Familiarity with support tools like JIRA, Salesforce, or ServiceNow.High customer orientation with a strong sense of ownership and accountability.Ability to work under pressure, meet tight timelines, and consistently deliver against SLAs.Strong interpersonal and stakeholder management skills.Nice-to-Have SkillsExperience with Telematics platforms or AI-based products.Understanding of AI/ML concepts and their practical applications.Exposure to cloud technologies (Docker, Kubernetes, Microservices).Scripting knowledge (Python, Shell, or Java).Familiarity with monitoring tools and incident management processes.What We’re Looking ForWe’re looking for someone who can quickly become a functional and technical expert in our product. The ideal candidate is a well-rounded professional with strong technical acumen, excellent communication, and a proactive mindset. If you thrive in a fast-paced, customer-centric environment and are passionate about delivering exceptional support — we’d love to hear from you.Additionally, the candidate should collaborate well across teams and within teams, fostering high team spirit.