Senior Software Support Engineer | Noida | 8 to 12 Years

Adeptia is seeking an experienced Senior Software Support Engineer to lead complex customer issue resolution, manage critical escalations, and support enterprise customers. The ideal candidate will have solid expertise in application support, databases, APIs, enterprise integrations, and hands-on experience leveraging AI technologies to improve support efficiency and customer outcomes.

Key Responsibilities:
Resolve complex production issues and customer escalations within SLA timelines.
Perform Root Cause Analysis (RCA) and drive incident prevention initiatives.
Troubleshoot enterprise applications, databases, APIs, and integration workflows.
Collaborate with Product, Engineering, DevOps, and Customer Success teams.
Mentor junior engineers and contribute to knowledge management and automation initiatives.
Utilize AI tools and Large Language Models (LLMs) to accelerate troubleshooting, incident analysis, and knowledge base creation.

Required Skills:




Application Support / Product Support / Technical Support
SQL (Oracle, PostgreSQL, SQL Server)
Linux / Unix / Windows Administration
REST APIs, SOAP Web Services
XML, XSLT, XSD, JSON
Incident Management, RCA, Customer Escalation Management
Enterprise Integration & Middleware Platforms

AI & Automation Skills:
Hands-on experience with LLMs such as ChatGPT, Claude, Gemini, or similar
Understanding of Prompt Engineering and AI-assisted troubleshooting
Knowledge of Retrieval-Augmented Generation (RAG)
Experience using AI-powered support tools, chatbots, or virtual agents
Ability to leverage AI for incident summarization, root cause analysis, and knowledge article generation

Preferred Skills:
Kubernetes, Docker, AWS/Azure/GCP, EDI, BPM, iPaaS, ESB, Splunk, Grafana, Dynatrace, ServiceNow.

Location: Noida
Experience: 8 to 12 Years
Employment Type: Full time

📌 Senior Software Support Engineer Uttar Pradesh
🏢 Adeptia
📍 Uttar Pradesh