Technical Support Engineer (TSE/SRE)
The Technical Support Engineer (TSE/SRE) is expected to provide advanced technical support and reliability engineering for our Data/Graph-based software product to a global client base and partners.
This role requires robust technical expertise, sharp problem-solving skills, and the ability to communicate complex technical information clearly. Beyond troubleshooting and resolving customer-facing issues, this role also carries reliability ownership — monitoring system health, improving uptime, and building automation to reduce recurring issues.
The TSE/SRE must have experience working with databases, ideally including graph databases, and a solid background in Linux, networking, and scripting (bash/python). They work closely with engineering teams to escalate and resolve complex issues (e.g., code changes required, first-time-seen behavior) and contribute to reliability improvements across the platform.
Job Responsibilities
Tiered Support: Provide Tier 1-3 technical support,



owning issues from initial triage through resolution or engineering handoff
Troubleshooting: Diagnose and resolve complex technical issues across application, database, and infrastructure layers
Incident Management: Lead or support incident response for production issues, including root cause analysis and postmortems
Reliability & Monitoring: Monitor system health and performance using observability tooling; proactively identify and address risks before they become incidents
Automation: Build scripts and tooling to reduce manual, repetitive support and operational work
Knowledge Documentation: Maintain runbooks, KB articles, and internal documentation for common issues and resolutions
Customer Communication: Communicate technical issues and resolutions clearly to customers and partners
Collaboration with Development Teams: Escalate and work jointly with engineering on issues requiring code-level fixes
Database Monitoring & Optimization: Monitor and tune databa

📌 Technical Support Engineer (Hyderabad)
🏢 Agivant Technologies India Private
📍 Hyderabad