Serve as escalation point for complex cloud/app issues (APIs, auth, deployments).
Lead end-to-end investigation, troubleshooting, and resolution of escalations.
Perform deep technical analysis using logs, SQL, APIs, and cloud diagnostics.
Partner with Engineering to identify defects, prioritize, and validate fixes.
Collaborate with Product, CS, PS, and Engineering to deliver outcomes.
Mentor and coach Technical Support Engineers through case reviews and guidance.

🎯 Requirements

7-10 years in Technical Support, Product/Applications Support in SaaS/enterprise.
Troubleshooting across web apps, APIs, networking, auth, databases, and cloud.
REST APIs, JSON, Postman, SQL, browser dev tools, log analysis.
Strong Linux/Windows, browsers, networking, and SaaS architecture knowledge.
Experience collaborating with Engineering to diagnose product issues.
Strong communication skills; explain complex tech clearly.

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