About HyperVerge
HyperVerge is a fast-growing AI company started by IITians with presence in Palo Alto, Irving, Bangalore and Ho Chi Minh. Leading Consumer Lenders, Telcos and Financial Services companies use HyperVerge’s Fintech Platform for customer onboarding, identity verification, fraud check and other services.

About the Role
HyperVerge is seeking a seasoned, focused Senior Technical Support Engineer to serve as the primary escalation point and technical expert for one of our enterprise client.

Location: On-site, Mumbai, Maharashtra, India

Responsibilities:

Incident & Escalation Management: Serve as the owner and final resolution point for all customer issues. Proactively de-escalate tense/tough customer situations and provide concise, executive-level communication.
Advanced Diagnostics & RCA: Conduct deep-dive Root Cause Analysis (RCA) on recurring and complex production issues. This involves analysing API logs, debugging software, writing SQL queries, and utilising platform monitoring tools (e.g., Grafana, Kibana, Metabase).
Accountability & Outcome Ownership:



Drive customer success metrics by ensuring strict adherence to Response and Resolution SLAs across all critical incidents. Systematically deliver comprehensive Incident Review and Root Cause Analysis (RCA) reports for P1/P2 issues to eliminate recurrence and achieve a consistently high CSAT score.
Process & Quality Improvement: Proactively identify gaps in support processes, tooling, and documentation. Design, implement, and govern recent playbooks, automation scripts, and workflows to enhance team efficiency and resolution quality. Consistently work with engineering team to identify issue patterns and reduce ticket inflow
Mentorship & Knowledge Sharing: Coach and mentor junior support engineers, conduct technical training sessions, and review their incident reports. Create and maintain comprehensive, detailed documentation for complex resolutions.
Cross-Functional Advocacy: Act as a technical liaison

📌 Senior Technical Support Engineer (Mumbai)
🏢 HyperVerge
📍 Mumbai