Job Description

Support Engineer

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Location: Bangalore

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Mode: Hybrid

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About Josys

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Josys is a up-to-date AI-native identity security and governance platform. Enterprise AI adoption has made identity the fastest-growing attack surface, and the hardest to govern. Josys discovers, governs, and secures every identity - human, machine, and AI agent - across every application in the enterprise, allowing security and IT teams to surface risk, control access, and remediate identity threats in real-time. Trusted by over 1,000 organizations and MSPs worldwide, Josys turns identity from the fastest-growing attack surface into an autonomously governed advantage.

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For more information, visit .

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About the Role

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We are looking for an experienced Technical Support Engineer to join our growing support organization in India.

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This role is focused on resolving complex technical issues for our B2B customers and requires someone who is highly hands-on with debugging and troubleshooting. You will work closely with customers to investigate escalated issues, identify root causes, and drive them through to resolution.

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You will also work closely with Engineering and Product teams to investigate product issues, reproduce bugs, and improve the overall customer experience.

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What You'll Do

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- Own and resolve complex Tier 2 technical support issues from investigation through resolution.
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- Troubleshoot and debug customer issues by analyzing logs, API responses, system behavior, configurations, and other technical information.
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- Investigate issues independently, identify root causes, and determine the appropriate path toward resolution.
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- Reproduce customer issues in test or controlled environments when required.
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- Manage technical escalations and ensure issues are properly prioritized, tracked, and driven to closure.
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- Work closely with Engineering and Product teams to investigate bugs, identify root causes, and drive technical issues toward resolution.




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- Communicate clearly with customers throughout the troubleshooting and resolution process, including explaining technical issues to both technical and non-technical stakeholders.
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- Identify recurring issues and work with Engineering and Product teams to improve product quality and reduce repeat problems.
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- Create and maintain troubleshooting documentation, knowledge-base articles, and internal support processes.
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- Help improve support tools, processes, and troubleshooting playbooks as the team scales.
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What We're Looking For

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- 5–7+ years of experience in technical customer support, technical support engineering, application support, or a similar role.
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- Strong experience supporting B2B SaaS products.
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- Excellent hands-on debugging and troubleshooting skills. This is the most critical requirement for the role.
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- Experience investigating complex technical issues using logs, APIs, system behavior, configurations, and other diagnostic information.
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- Strong understanding of REST APIs and integrations, with experience using tools such as Postman or similar.
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- Experience with SQL and log analysis or equivalent technical debugging tools.
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- Experience working with authentication, SSO, SAML, SCIM, OAuth, or identity-related technologies is highly valuable.
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- Experience working closely with Engineering and Product teams to investigate and resolve technical issues.
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- Strong customer communication skills and the ability to explain technical concepts clearly to both technical and non-technical audiences.
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- Proven experience handling customer escalations and high-priority technical issues.
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- Strong analytical and problem-solving skills, with the ability to investigate ambiguous problems and get to the root cause.
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- Strong ownership and follow-through, with the ability to manage issues independently from initial investigation through resolution.
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- Comfortable working with globally distributed teams and collaborating across different time zones.
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📌 Support Engineer (Bengaluru)
🏢 Josys
📍 Bengaluru