Strengthening the supply chains that power our lives.
Customer Support Engineer – Night Shift
Location
India
Posted
10 days ago
Salary
0
Seniority
Senior
Job Description
Customer Support Engineer – Night Shift
Resilinc
• Handle all requests coming into the Customer Support team through email, chats, phone and workflow tool in line with the Service Level Agreements • Own and resolve L3-level technical issues, including debugging, root cause analysis, and minor code fixes (Java, Python, .NET) • Record, track and document the Customer Support request problem-solving process, including all successful and unsuccessful decisions made, query used, and actions taken, through to the final resolution • Work closely with Engineering, Data, Product, and module owners to drive issue resolution and bug fixes • Drive AI Agent implementation and deployment, ensuring data readiness and resolving issues such as hallucination, fallback handling, and prompt misinterpretation • Troubleshoot and resolve REST API issues and analyze complex system logs to identify root causes • Be thorough & detail oriented in the analysis & evaluation of a request, methodical and be able to think of alternative routes to problem solving, so as to expedite problem resolution • Coordinate product testing during product upgrades and releases • Be results-driven and passionate about product, data & what you do day-to-day • Escalate problems (when required) to the appropriately experienced analyst, leader and internal teams • Help develop knowledge base articles for team & end users • Provide periodic report & present analysis on status, category, type & root cause of all requests received at Customer Support • Comfortable communicating with all levels of leadership from internal & external customers. Should have strong verbal & written communication skills • Effectively prioritize and execute tasks in a high-pressure environment. Consistently meet deadlines and work well within a team environment • Ensure compliance with service agreements and quality standards, while prioritizing effectively in a high-pressure environment
Job Requirements
- 3+ years of experience in L3 support level
- Strong programming languages knowledge in Java, Python, and .NET with hands-on debugging experience
- Ability to analyze and derive insights from complex logs & architecture
- Solid understanding of REST APIs, integrations and related issue resolution
- Knowledge of LLMs and AI frameworks such as LangChain, LangGraph, LangSmith, OpenAI, and Databricks
- Strong proficiency in SQL and database concepts, including writing complex queries
- Experience with support tools (Freshdesk, Zendesk, etc. or any similar tool) preferred
- Excellent analytical, problem-solving, and communication (written + verbal) skills
- Ability to work in a fast-paced, collaborative environment with flexible / rotational hours (mostly US hours)
- Proficient in all MS Office applications
Benefits
- Full-stack benefits for health, wealth and wellbeing to keep you thriving.
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