3873-Support Engineer

About the Role
The Support Engineer - Applications is responsible for supporting enterprise customers by troubleshooting complex technical and functional issues across cloud-based solutions. This role sits at the intersection of customer support, engineering, and operations, and requires strong analytical skills, cross-team coordination, and hands-on problem-solving. He/she will serve as a critical technical bridge between our customers and internal teams. This role focuses on troubleshooting complex technical issues, ensuring service reliability, and delivering exceptional support during US business hours. He/she will investigate production issues, analyze logs and data, apply data and/or configuration fixes where required, and collaborate with internal teams, including Engineering, Product, DevOps, Infrastructure, and Security. 

A Day in the Life

• Working with business and product teams to understand product vision and requirements
• Provide timely technical support to customers during US working hours, addressing issues related to service levels, cloud infrastructure, data storage, access control, authorization etc.
• Investigate and troubleshoot problems by analyzing logs, reviewing system metrics, and tracing functional flows across multiple applications
• Create and deploy data patches when necessary to resolve customer issues quickly and effectively
• Communicate technical issues and resolutions clearly to customers, managing expectations throughout the resolution process
• Coordinate with engineering, product, DevOps, infrastructure, and security teams to resolve complex technical challenges
• Escalate critical issues appropriately & follow through to ensure timely resolution
• Participate in incident response & post-mortem activities to prevent recurring issues
• Share customer insights & feedback with product and engineering teams to drive improvements
• Monitor cloud infrastructure and services to proactively identify potential issues
• Manage and troubleshoot blob storage, SQL, and NoSQL datastores, and related data issues
• Understand and navigate the functional workflows of core applications to diagnose problems effectively
• Document technical solutions, create knowledge base articles, and contribute to internal runbooks

What You Need

• You have 2 to 4 years of customer support engineering experience
• Experience working with major Infra/ DevOps teams on cloud platforms (AWS, Azure, or GCP), including compute, storage, and networking services
• Experience with ticketing systems and customer support platforms
• Strong understanding of both SQL and NoSQL databases, including troubleshooting queries and performance issues
• Experience with blob/object storage systems and data access patterns
• Knowledge of security engineering best practices
• Proficiency in log analysis, debugging, and creating technical documentation
• Excellent written and verbal communication skills with the ability to explain complex technical concepts to varied audiences
• Strong analytical and troubleshooting abilities with attention to detail
•  Able to work US business hours and participate in on-call rotation as needed

Education Qualifications

• Bachelor’s degree in Information Technology/Computer Science or related field.

Nice to have

• Experience in the US healthcare industry or with healthcare applications
• Familiarity with HIPAA compliance and healthcare data standards
• Knowledge of scripting languages (Python) for automation
• Experience with monitoring and observability tools (e.g., Datadog, New Relic, Splunk)
• Understanding of CI/CD pipelines and DevOps practices

We offer competitive benefits to set you up for success in and outside of work.

Here’s What We Offer

• Generous Paid Time Off: Recharge and relax with 22 days of fixed time off per year, in addition to company holidays—because we believe work-life balance fuels performance.
• Best-in-Class Parental Leave: Spend quality time with your growing family. We offer one of the industry’s most generous parental leave policies to support you during life’s most important moments.
• Recognition & Rewards: We celebrate wins—big and small. Get rewarded with monetary incentives and company-wide recognition for your impact and dedication. Your hard work won’t go unnoticed.
• Comprehensive Insurance Coverage: Stay covered with medical, dental, and vision insurance, plus 100% company-paid short- and long-term disability and basic life insurance. Optional perks include discounted legal a