We are looking for a Customer Support Engineer to join our team in Bengaluru! In this role, you will provide L1/L2 technical and functional support to enterprise customers, working closely with Product, Engineering, QA, and DevOps teams to ensure seamless customer experiences.

​? Role Details

​Position: Customer Support Engineer

​Location: Bengaluru, Karnataka

​Work Mode: 5 days Work From Office (WFO)

Shift : Ready to work on night shift

​Experience: 3 – 5 Years

​Education: Bachelor’s degree in CS, IT, Engineering, or a related field

​? Key Responsibilities

​Provide L1/L2 technical and functional support for our enterprise SaaS platform.

​Troubleshoot ESM workflows, configurations, REST APIs, JSON, and database/SQL-related issues.

​Analyze application logs and system errors to identify root causes and reproduce defects.

​Manage customer incidents and service requests within defined SLA timelines.

​Support core ESM processes: Incident, Service Request, Problem, Change, SLA, Knowledge, and Service Catalog.





​Collaborate with Engineering and Product teams to resolve complex issues and share feedback for product improvements.

​Maintain clear ticket documentation and contribute to our Knowledge Base and FAQs.

​? What We’re Looking For

​3–5 years of experience in Technical, Product, or Application Support within a SaaS environment.

​Strong understanding of ESM processes and ITIL concepts.

​Solid knowledge of REST APIs, JSON, HTTP/HTTPS, and SQL/database queries.

​Hands-on experience analyzing application logs for root cause analysis.

​Excellent written and verbal communication skills with robust customer-handling capabilities.

​Preferred / Good to Have:

​Experience with platforms like ServiceNow, BMC, Jira Service Management, Freshservice, or Salesforce Service Cloud.

​ITIL Foundation certification.

- ​Familiarity with SSO, SAML, OAuth, Linux, cloud platforms, or monitoring tools.

📌 Product Support Engineer (Bengaluru)
🏢 Wolken Software
📍 Bengaluru