Job Description:

ABOUT THE ROLE
The Senior Technical Support Engineer represents the highest level of technical expertise within the client's Customer Support organisation. Operating from the Bangalore Centre of Excellence, this role is responsible for resolving the most complex product issues, leading deep technical investigations, and serving as the internal escalation point for the broader support team.
Senior engineers work directly with the Engineering organisation on product defects, drive root cause analysis, mentor junior team members, and contribute knowledge content that improves both human and AI-assisted support capabilities. This is a technically demanding and highly impactful role for engineers who thrive on solving hard problems in complex enterprise environments.

KEY RESPONSIBILITIES
• Serve as the senior technical escalation point for complex and high-priority customer issues across the client's product portfolio.
• Lead deep investigations into product defects, performance issues, integration failures, and cloud infrastructure incidents.




• Collaborate directly with Engineering to reproduce, document, and drive resolution of product-level defects.
• Mentor and coach Technical Support Engineers, providing technical guidance, code and log review, and knowledge transfer.
• Author high-quality knowledge articles, troubleshooting runbooks, and AI training content that improve team efficiency and reduce recurring issues.
• Conduct root cause analysis on repeat issues and escalation patterns, contributing insights to product and process improvement initiatives.
• Support the AI enablement strategy by identifying automation opportunities and contributing to knowledge base quality.
• Participate in on-call rotation for critical incident coverage across global time zones.
• Lead technical case reviews and contribute to continuous improvement of support processes and tools.
• Represent the support organisation in cross-functional product and engineering disc

📌 Senior Technical Support Engineer (Bengaluru)
🏢 Mantras2Success
📍 Bengaluru