Vacancy Name Senior Engineering Support Analyst
Vacancy No VN809
Job Title Senior Engineering Support Analyst
Work Location City Bangalore
About Solifi Solifi deliver a solid financial technology foundation for equipment, working capital, wholesale, and automotive finance firms. At Solifi, we believe that commerce is only as strong as the system it runs on. Our mission is to reshape finance technology by bringing together proven solutions into a singular powerful technology platform designed to help protect and scale financial organizations. We guard our customers by being precise and reliable, we guide their success by combining powerful technology with proven expertise, and we help them grow by unleashing their potential.
About The Team
The Engineering Support Team (L2) work within Solifi's Global Support function to resolve complex issues reported by our customers or requests for product expertise that our customers are unable to source from the extensive product documentation or training provided. This is a fast-paced team of professionals that utilizes their expertise, product and technical knowledge to enable them to deep-dive into complex issues, analysing system behaviour from multiple angles to determine their root cause. The team itself is an escalation point from Solifi's front-line Application Support team (L1) and works closely with their colleagues in Solifi's Product and Technology functions to ensure issues are thoroughly documented to facilitate fast resolution.
About the Position As a Senior Support Engineer (SSE) you will work directly with key stakeholders within the organization and with our customers to restore service as quickly as possible if unavailable, or to deep dive complex technical issues to confirm whether they are product defects, misunderstandings, third party issues or customer errors. You will also assist other members of the Support team in their investigations.
When confirmed as a Product Defect, you will work to provide the customer with a workaround if possible and liaise with our Product and R&D teams to resolve the issue.
In addition, as an SSE, you will use your technical and product knowledge to fulfil complex Service Requests as submitted by customers which may include providing guidance on system configuration, how to correct user errors or defining and providing data extracts
All the above is carried out while adhering to organizational policies and ensuring customer satisfaction.
Responsibilities
Role and Responsibilities Core Experience and Qualifications
3+ years of experience in an engineering or application support role, ideally within a SaaS or enterprise software environment.
ITIL v3 certification (desirable but not essential).
Strong technical understanding of software development concepts, preferably within Java-based architectures.
Experience working in or alongside the Microsoft Dynamics or similar CRM/ERP ecosystems.
Familiarity with SQL, API integrations, and log analysis tools used for root cause investigation.
Background in finance, banking, or secured asset finance is desirable.
Technical and Analytical Competencies
Demonstrated ability to troubleshoot complex system issues, identify patterns, and isolate root causes
Skilled in replicating and validating reported defects in non-production environments to assist development teams with accurate reproduction steps and data sets.
Experience analyzing performance issues, integration failures, and data discrepancies, with the ability to interpret technical logs and trace files.
Strong understanding of incident, problem, and change management processes aligned to ITIL best practices.
Ability to document and share findings effectively through knowledge base articles, runbooks, and post-incident reports.
Client-Facing and Communication Skills
Excellent verbal and written communication skills, with the ability to clearly convey technical findings to customers, business users, and development teams.
Experience conducting client-facing troubleshooting sessions, gathering details for replication, and managing expectations through regular status updates.
Demonstrates empathy and professionalism when working with customers under pressure or during critical incidents.
Proven ability to collaborate across teams (Development, QA, Product, and Client Success) to ensure issues are resolved efficiently and feedback loops are maintained.
Work Ethic and Professional Attributes
Highly organized with strong multi-tasking and prioritization skills.
Thrives in a fast-paced, high-pressure environment with shifting priorities.
Works independently with minimal supervision while maintaining accountability and quality.
Displays a continuous improvement mindset proactively identifying process gaps, automation opportunities, and knowledge-sharing needs.
About You
The purpose of the Senior Support Engineer is to be a Customer Advocate that is a community-minded professional who embodies the following traits:
- Communicator Facilitates a meaningful dialogue in any form (Verbal, Written, Non-verbal) between the people who deliver our products, those who support it, and those that use it.
- Analytical Thinker -Critically examines technical and non-technical issues and devises a solution to a problem be it a process improvement, workaround, or touching base with people in order to create a satisfactory solution.
- Relationships - Encompasses the Corporate customer and Internal teams as equal partners, considering themselves as an extension of their team, treating their problems as their own and provides a level of service that they would expect themselves.
- Compassionate Desires to passionately promote a positive, optimistic collaborative, empathetic and creative approach to the core competencies of the role which involves:
- People
- Problems
- Products
- Procedures
- Processes
As an Equal Opportunity Employer, we are committed to a diverse workforce.
Solifi does not sponsor employment visa for this role. (i.e. TN, E-3, or H-1B visa status or other)
Candidate must be able to pass criminal and credit background check.
Preferred Experience Level 5 Years
Preferred Education Level Bachelor's Degree
Employment Basis Full Time
Benefits Group Medical Insurance, Group Personal Accident, Employee Anniversary gift, Loyalty Bonus, Employee Referral Bonus, Rewards and Recognition program, Wellness Allowance, Privilege Leave (PL): 15 days per year, Casual Leave (CL) 12 days per year, Maternity/paternity/Bereavement leave
Applications Close Date 10 Apr 2026
