Customer Support Engineer, Tier 2

📋 Description

• Serve as a senior technical point of contact for executive, VIP, and C-suite customers, providing
• Manage high-value commercial and enterprise customer relationships by providing advanced technical
• Provide technical support and troubleshooting through email, telephone, chat, and remote web
• Manage a queue of high-priority and technically complex support cases, applying evidence-based
• Reproduce customer issues in controlled environments through structured testing and variable
• Conduct thorough preliminary research and capture supporting evidence before escalating issues to

🎯 Requirements

• Bring 7+ years of experience in a technical, customer-facing Software-as-a-Service (SaaS)
• Demonstrate proven experience working with senior leaders, executives, and internal engineering
• Possess deep expertise in Windows, including the Registry, PowerShell, Credential Manager, Event
• Demonstrate strong Active Directory expertise, including domain forests, Group Policy Objects
• Have hands-on experience with advanced diagnostic and troubleshooting tools such as Sysinternals
• Apply a methodical and systematic troubleshooting approach, with the ability to isolate variables

🎁 Benefits

• Fully remote working arrangement within India.
• Opportunity to work on complex enterprise identity, directory, and SaaS support challenges.
• Exposure to technologies including Windows, Active Directory, RADIUS, SSO, SCIM, cloud
• Opportunity to work directly with senior technical and executive stakeholders on mission-critical
• Collaboration with Engineering, Product, Customer Success, Account Management, and Implementation
• Opportunities to mentor peers and contribute to internal technical knowledge and support practices.