Technical Support Engineering Lead

Delhi

Job Views:

Created Date: 2026-06-27

End Date: 2026-08-25

Experience: 4 - 6 years

Salary: 1000000

Industry: Others

Openings: 1

Own and manage all L2 technical support escalations from Customer Success teams.
Investigate integration failures using workflow execution logs, CloudWatch logs, and system monitoring tools.
Identify root causes of issues related to webhooks, APIs, OAuth authentication, ETL workflows, and third-party integrations.
Resolve technical issues independently without developer involvement whenever possible.
Handle CRIT incidents and coordinate with engineering teams for urgent resolutions.

Analyze workflow execution logs and identify failure points across the integration pipeline.
Review CloudWatch logs, Lambda execution logs, SQS processing logs, and API response traces.
Troubleshoot webhook delivery failures, payload validation issues, authentication failures, and API errors.
Investigate integration issues involving HubSpot, Shopify, Xero, QuickBooks, Stripe, Business Central, and similar SaaS platforms.

Execute SQL queries to inspect and analyze application data.
Perform controlled data corrections, updates, and validations in MySQL databases.
Resolve data synchronization issues and workflow failures.
Trigger workflow re-runs and validate successful execution.

Create detailed bug reports with reproduction steps, log evidence, payload samples, and expected outcomes.
Classify issues and route them to the appropriate engineering teams.
Work closely with developers, QA, and product teams during issue resolution.
Track bug status and communicate updates to stakeholders.

Build and maintain troubleshooting guides, support runbooks, and knowledge base articles.
Identify recurring issues and recommend improvements to reduce support volume.
Contribute to support process automation and monitoring enhancements.
Assist Customer Success teams in improving L1 issue resolution.

Monitor system health, workflow execution, queue processing, and integration performance.
Review alerts, metrics, and dashboards for proactive issue identification.
Ensure operational stability of integration workflows and automation pipelines.

Strong experience in Technical Support Engineering, Solutions Engineering, Integration Support, or Production Support roles.
Hands-on experience with SQL (SELECT, JOIN, UPDATE, troubleshooting data issues).
Strong understanding of REST APIs, Webhooks, JSON payloads, and HTTP protocols.
Good understanding of OAuth2 authentication and token lifecycle management.
Experience troubleshooting API integrations and SaaS platforms.
Ability to read and analyze structured logs and execution traces.

Strong working knowledge of MySQL.
Ability to investigate data inconsistencies and perform controlled data corrections.

Excellent written communication skills.
Experience writing detailed bug reports and technical documentation.
Ability to communicate effectively with customers, support teams, and developers.

Bachelor's Degree in Computer Science, Information Technology, Engineering, or related field.

Preferred Requirements

Experience with AWS CloudWatch, Lambda, SQS, and Cognito.
Exposure to SaaS Integration Platforms (Zapier, Make, Workato, Celigo, Boomi, MuleSoft, etc.).
Experience with multi-tenant SaaS platforms.
Knowledge of TypeScript and ability to understand application code for troubleshooting.
Experience building support knowledge bases and operational runbooks.
Familiarity with DevOps, CI/CD, and observability tools.
Experience supporting enterprise integration platforms and workflow automation systems.

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