Technical Support Engineer Location: Remote, India preferred. Requires daily overlap with EST business hours (9am–5pm EST). Type: Full-timeWhat 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 debuggingDeep-dive customer-reported issues: reproduce the problem, pull and analyze production logs, and trace root cause across integrations and API callsRead 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 evidenceEscalate confirmed bugs to engineering with logs, clear reproduction steps, and a root-cause hypothesis already attachedRelease tracking and QATrack every release: what shipped, what changed, what could break for existing customersTest 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 pointsTechnical support for CSMsBe 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 directlyArm CSMs with enough technical context that most questions never reach you or engineering at allCustomer-facing technical supportOwn support queries (Hubspot, Slack, and email) that require real technical depth: integration failures, API errors, SSO issues, audit-evidence sync failuresExplain OAuth and API errors clearly to both engineers and non-technical customersDocumentationOwn the technical sections of the help center: integration troubleshooting guides, common error explanations, API referencesWrite internal runbooks for recurring issues so nobody debugs the same bug twiceWho 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 issuesCan read API docs and debug OAuth/SSO integration issues independentlyStrong 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.Strong 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 informationComfortable 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 routingNot 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 expertGet 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 ticketsRead every closed technical ticket and bug report from the last 6 months. Pattern recognition is the job.Month 2: Go independentTake ownership of all technical escalations, from CSMs and customers, with the engineering team as fallbackStart joining release QA and log analysis for reported bugs soloFlag every gap in debugging playbooks and documentation as you goMonth 3: Raise the barDeliver a written review of the top recurring technical issues, their root causes, and proposed fixesOwn QA sign-off on all new releases before they shipBegin tracking issue categories and time-to-root-cause to surface patterns quarterlyBy 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 ComplyJetSeed-stage. Growing quick.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 & BenefitsCompensation: Best in class cash compensation for this role. Health insurance: CoveredLeave: Adaptable. Take what you need, own your output.

📌 Technical Support Engineer (India)
🏢 ComplyJet
📍 India