Job Description

Job Description

Key Responsibilities:
- Act as a technical liaison, effectively collaborating with Business Stakeholders, Product Managers, Client Support, Client Success Managers, and Product Engineering to troubleshoot platform or integration issues.
- Lead technical troubleshooting efforts for existing customers and vendors while providing internal technical insights across departments.
- Diagnose and resolve API integration calls involving REST, JSON, XML, and HTML.
- Diagnose data issues using GraphQL and SQL.
- Resolve SSO, identity, and access management issues involving FusionAuth.
- Monitor and troubleshoot application and infrastructure issues using Datadog.
- Implement, enhance, and troubleshoot AI driven systems using SiSense, Salesforce Einstein, Agentforce, and Microsoft Copilot.
- Test and resolve system integrations between various Momentive Software products and third-party systems ensuring seamless authentication and data flow.
- Prioritize bugs, and identify opportunities for enhancement.




- Manage escalations from Level 1 and Level 2 Client Support teams, prioritizing and resolving technical issues efficiently.
- Investigate and document issues that require escalation to the Product Engineering team.
- Maintain open and proactive communication with Tier 1, Tier 2 teams, and clients regarding issue status and resolution timelines.
- Review and troubleshoot error logs to diagnose and resolve customer-reported issues.
- Reproduce customer-reported issues to identify root causes and provide actionable solutions.
- Support testing of new product features to ensure functionality and stability.
Other duties as assigned.

Qualifications & Skills:
- 4-5 years of hands-on experience in technical customer support or engineering roles.
- Proven experience supporting third-party APIs or external system integrations.
- Robust problem-solving skills with the ability to conduct root cause analysis on complex technical issues.
- Excellent communi

📌 Technical Support Engineer (Pune)
🏢 Momentive Software
📍 Pune