Summary:

Our Global Services team supports customers building AI and data science systems on Anaconda at enterprise scale. As a Senior Support Engineer, you'll own the most complex technical escalations, build the tooling and automation that reduces manual support work, and help the team grow their technical skill.

What You'll Do:
- Own complex and escalated technical tickets from start to finish, coordinating across Product, Engineering, and Documentation teams when needed
- Build runbooks, diagnostics, and troubleshooting playbooks that the team adopts and uses daily
- Identify systemic patterns in ticket volume and turn them into automation, tooling, or process improvements that reduce human-touch work
- Design and build AI-enabled support tooling that helps the team handle customer issues at scale
- Drive multi-stakeholder escalations that require explicit communication and influence across boundaries
- Join customer calls on short notice to troubleshoot technical issues in real time
- Carry on-call rotation for Enterprise customers requiring rapid response and resolution




- Coach team members on troubleshooting approaches and help elevate their technical skill

Your Impact Will Be Measured Through:
- SLA adherence for escalated and Enterprise customer tickets
- Customer satisfaction scores and ticket resolution time
- Number of runbooks, automations, or tools created and adopted by the team
- Reduction in repeat ticket volume through systemic improvements
- Technical skill growth across the team as measured through peer feedback and ticket complexity handled

What You Need:
- 5+ years in technical support or customer-facing engineering roles
- Experience building AI-powered tooling or automation to improve support operations
- Proven ability to troubleshoot complex technical issues across distributed systems, APIs, and infrastructure
- Experience creating technical documentation, runbooks, or diagnostic tools that others use
- Track record of identifying recurrin

📌 Sr. Support Engineer (Bengaluru)
🏢 Anaconda
📍 Bengaluru