Technical Support Engineer Location: Remote, India preferred. Requires daily overlap with EST business hours (9am–5pm EST).

Type: Full-time

What This Role Actually IsComplyJet is a compliance automation platform. We help early-stage SaaS startups get SOC 2, HIPAA, and ISO 27001 without hiring a full compliance team.

We've scaled to hundreds of customers, and the technical side of support has outgrown what the engineering team can handle alongside building the product: integration failures, sync issues, API questions, and evidence-collection debugging. That work needs someone who can dig into logs and code directly, not just triage tickets.

This role owns every issue that requires understanding how the platform works under the hood. CSMs hand you the hard problems and trust you'll solve them, not just route them further.

This is a founding role for technical support. You'll build the debugging playbooks, the escalation process, and the technical documentation from scratch.

What You'll OwnTechnical troubleshooting and debugging

- Deep-dive customer-reported issues: reproduce the problem, pull and analyze production logs, and trace root cause across integrations and API calls
- Read and interpret ComplyJet's codebase when logs alone don't explain the issue. That means tracing logic yourself, past the stack trace.
- Tell apart user error, known limitation, and an actual bug, and back that judgment with evidence
- Escalate confirmed bugs to engineering with logs, clear reproduction steps, and a root-cause hypothesis already attached

Release tracking and QA

- Track every release: what shipped, what changed, what could break for existing customers
- Test new releases before they ship. Verify fixes actually resolve the original bug reports.
- Maintain a living map of the platform: integrations, data flows, known issues, common failure points

Technical support for CSMs

- Be the technical escalation point for all CSMs. Join calls or threads the moment a customer question turns technical.




- Translate engineering explanations into clear, customer-ready language CSMs can use directly
- Arm CSMs with enough technical context that most questions never reach you or engineering at all

Customer-facing technical support

- Own support queries (Hubspot, Slack, and email) that require real technical depth: integration failures, API errors, SSO issues, audit-evidence sync failures
- Explain OAuth and API errors clearly to both engineers and non-technical customers

Documentation

- Own the technical sections of the help center: integration troubleshooting guides, common error explanations, API references
- Write internal runbooks for recurring issues so nobody debugs the same bug twice

Who We're Looking ForMust-haves:

- 2+ years in a technical, customer-facing role at a B2B SaaS company as a support engineer.
- Can read code, not just API docs. Comfortable enough in at least one backend language or stack to trace through logic and understand what a log line means.
- Experience analyzing production logs and using tools like Sentry, Datadog, or similar to debug live customer issues
- Can read API docs and debug OAuth/SSO integration issues independently
- Strong written English. Writes bug reports engineers can act on without asking follow-up questions.
- Able to work core hours overlapping EST, roughly 9am–5pm EST. This role needs real-time overlap with engineering and CSMs.

Robust signals:

- Experience at a developer-tools, DevOps, or security company. Comfortable talking shop with engineering teams.
- You've filed or triaged bugs that engineers didn't send back for more information
- Comfortable in a terminal.



Can run a basic SQL query or has worked inside a real codebase before.
- You genuinely enjoy debugging, more than triaging and routing

Not required:

- Compliance or GRC background. We'll teach you the domain.
- A prior software engineering role. You do need to read and reason about code yourself, not just describe it secondhand.

Your First 90 DaysMonth 1: Become the platform expert

- Get full platform and codebase access. Complete every framework setup as if you were a real customer.
- Shadow the engineering team on technical escalations, customer calls, and open tickets
- Read every closed technical ticket and bug report from the last 6 months. Pattern recognition is the job.

Month 2: Go independent

- Take ownership of all technical escalations, from CSMs and customers, with the engineering team as fallback
- Start joining release QA and log analysis for reported bugs solo
- Flag every gap in debugging playbooks and documentation as you go

Month 3: Raise the bar

- Deliver a written review of the top recurring technical issues, their root causes, and proposed fixes
- Own QA sign-off on all new releases before they ship
- Begin tracking issue categories and time-to-root-cause to surface patterns quarterly

By the end of month 3, CSMs / customers shouldn't need to loop in an engineer for a technical issue unless it requires genuinely new code. About ComplyJet
- Seed-stage. Growing fast.
- Product-led. Our customers love the platform, and support is part of why.
- The engineering team is hands-on and collaborative. You'll have direct access to the people who build the product.
- We move fast, write clearly, and hold work to a high bar.
- We've supported hundreds of customers across SOC 2, HIPAA, and ISO 27001 audits.

Compensation & Benefits
- Compensation: Best in class cash compensation for this role.
- Health insurance: Covered
- Leave: Flexible. Take what you need, own your output.

📌 Technical Support Engineer (India)
🏢 ComplyJet
📍 India