About Us

Location- Hyderabad

Level - Support

Department - Customer

Working Pattern - Work from Office

Benefits - Benefits at Ideagen

Salary - To be discussed at next stage

Responsibilities
- Own and resolve escalated technical cases from Tier 1, ensuring thorough investigation, root-cause analysis, and timely resolution within SLA targets.
- Perform advanced troubleshooting across application layers—including backend services, databases, APIs, integrations, and infrastructure components.
- Write and execute SQL queries, analyse application logs, and inspect API responses to isolate data-level or integration-level defects.
- Serve as a technical liaison between customers and internal Engineering, Product, and QA teams during incident investigation and resolution.
- Mentor and coach Tier 1 engineers through knowledge-sharing sessions, case reviews, and real-time guidance on escalated issues.
- Identify patterns in escalated tickets to surface systemic product issues, propose fixes, and contribute to long-term resolution strategies.




- Author advanced troubleshooting runbooks, internal documentation, and post-incident summaries for the knowledge base.
- Participate in on-call or priority-support rotations for critical customer accounts as required.

Skills and Experience
- 4–6 years of experience in technical support, application support, or a customer-facing engineering role, with at least 2 years handling escalations or Tier 2-level issues.
- Robust hands-on experience supporting SaaS or cloud-based platforms in production environments.
- Proficient in SQL with the ability to write complex queries (joins, sub-queries, aggregations) for data investigation and root-cause analysis across RDBMS systems.
- Working knowledge of REST/SOAP APIs; comfortable using tools such as Postman, cURL, or browser developer consoles for request-level debugging.
- Familiarity with cloud infrastructure concepts (AWS, Azure, or GCP) including compute, networking, and storage services

📌 Customer Success Engineer (Hyderabad)
🏢 Ideagen
📍 Hyderabad