Senior Customer Support Engineer

Senior Customer Support Engineer

A high-growth, VC-backed SaaS company hiring its founding India support engineering team

Location: Remote (India)

About the Company

A fast-growing, VC-backed SaaS company is building out its founding India support engineering team and has partnered with Flexiple to hire a senior technical voice for its most complex customer issues. 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 be the last line of defence on the hardest customer escalations, working directly with engineering and product to close out issues that generic support playbooks cannot touch.

Key Responsibilities

Escalation Ownership

• Own P1 and P2 technical escalations from an ambiguous first report through to root cause
• Reproduce issues across staging and production using logs, API traces, and database queries
• Write incident summaries that engineering can act on without a round of follow-up questions

Process and Mentorship

• Mentor junior support engineers on debugging technique and customer communication
• Build runbooks and canned responses that cut resolution time on recurring issues
• Partner with product on a public changelog and a known-issues tracker

Ideal Candidate Profile

• 4 to 8 years in technical or support engineering at a SaaS or API-first product company
• Comfortable reading application logs, writing SQL queries, and calling REST APIs directly
• Experience triaging ambiguous, undocumented issues under customer pressure
• Clear written and spoken English and a reliable remote-work setup

Preferred Qualifications

• Prior experience at an early-stage or Series B to D SaaS company
• Familiarity with tools such as Postman, Datadog, or Zendesk

What We Offer

• A senior seat on a founding support team with real input into tooling and process, not just tickets
• Remote-friendly, pan-India hiring with long-term placement
• Close daily collaboration with engineering and product leadership

Hiring Process

HR Screening → Technical Deep-Dive → Team Round → Culture Fit

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