Position: Technical Support Engineer , US Shift

Location: Bangalore

Working Days: Monday-Friday (WFO)

Experience Required: 1-3 years

Client: AI platform

What You’ll Work On

Here’s what a typical shift looks like:

- Triage & Investigation: Review tickets raised by the customer team during US hours. Investigate application, API, and data issues by querying databases, reading logs, and checking monitoring dashboards. Resolve straightforward issues independently.
- Escalation & Coordination: For complex issues, package the investigation clearly , what’s broken, what you’ve checked, what you suspect , and escalate to the right on-call engineer via Slack or calls. Coordinate with the customer team to keep them updated.
- Proactive Monitoring: Monitor production systems, track data quality metrics, and flag anomalies before they become customer-facing issues. You’re the early warning system.
- Documentation & Automation: Maintain runbooks, FAQs, and troubleshooting guides. Identify repetitive issues and build lightweight automations (scripts, bots, alerts) to reduce manual toil over time.
- Pattern Recognition: Track recurring issues, analyze trends, and surface insights to the engineering and product teams that help improve product reliability.

Tools & Systems You’ll Work With

Databases: PostgreSQL, Elasticsearch (for querying and investigating data issues)
APIs: REST APIs, Postman (for reproducing and debugging integration issues)
Monitoring: AWS / Azure dashboards, log monitoring tools




Ticketing: Jira, Slack (primary communication with customer team and engineering)
Scripting: Python / SQL (for investigation, reporting, and lightweight automation)

Must Haves

- 3–5 years of experience in technical support, support engineering, or production support at a product / SaaS company
- Strong SQL skills , you should be comfortable writing queries to investigate data issues, not just running pre-built reports
- Working knowledge of APIs , you can use Postman, read API error responses, and understand HTTP status codes
- Ability to read application logs and trace errors across systems
- Experience with ticketing and monitoring tools (Jira, Zendesk, Datadog, CloudWatch, or similar)
- Strong written communication , you can write a clear root cause summary that an engineer can act on immediately
- Comfortable working US shift hours (evening/night IST) on a sustained basis , this is the default schedule, not a temporary arrangement
- Problem-solving instinct , you investigate before you escalate

Positive to Have

- Basic Python scripting ability , enough to automate repetitive tasks, build simple bots, or parse data
- Experience with AWS or Azure console (navigating CloudWatch, S3, EC2 basics)
- Background in health-tech, AI/ML products, or data-intensive platforms
- Experience building internal documentation, runbooks, or SOPs that reduced team workload
- Exposure to data pipeline monitoring or data quality validation

📌 Technical Support Engineer — US Shift (India)
🏢 PinnacleU
📍 India