Job Description
Senior Customer Support Engineer
A Fortune 200 company building its Global Capability Centre (GCC) in India
Location: Remote (India)
About the Company
A Fortune 200 global organisation is building its Global Capability Centre in India and has partnered with Flexiple to hire senior technical support talent. This is a ground-floor seat where you will set the technical bar for how the centre supports customers. Flexiple is a managed marketplace that helps global companies build high-performing teams and GCCs in India.
Role Overview
As a Senior Customer Support Engineer, you will own the hardest technical escalations, mentor the support team, and build the tooling and runbooks that let support scale cleanly.
Key Responsibilities
Escalations & Resolution
- Own complex, high-impact technical escalations end to end
- Lead deep root-cause investigations across logs, APIs, and systems
- Partner closely with engineering to drive permanent fixes
Enablement & Mentoring
- Mentor support engineers and raise the team's technical standard
- Build runbooks, tooling, and knowledge that reduce repeat issues
- Shape support processes and quality as the centre scales
Ideal Candidate Profile
- 5 to 10 years in technical support or support engineering
- Strong skills in log analysis, APIs, SQL, and debugging
- A track record of handling critical escalations and mentoring others
- Clear technical communication and a reliable remote-work setup
Preferred Qualifications
- Experience in a GCC, enterprise software, or large-scale product environment
- Familiarity with observability and ticketing tools such as Datadog or Zendesk
- Exposure to setting up support processes from scratch
What We Offer
- A senior, founding-team seat at a Fortune 200 company's India GCC
- Remote-friendly, pan-India hiring with long-term placement
- Direct exposure to leadership and a high-ownership technical mandate
- One application considered for this and future matched roles
Hiring Process
HR Screening → Assignment → Leadership Round 1 → Leadership Round 2 → Culture Fit
More Info
About Company
