Technical Support Engineer

Job Title: 2nd Line Technical Support Engineer

Location: Ahmedabad or from Gujarat must

Work from home job (Remote) only for Gujarat staying

Working Hours: UK / Europe time zones

Job Type: Full-time

Department: Client Experience

Reports To: Head of Client Experience

JOB OVERVIEW

We are hiring a 2nd Line Technical Support Engineer to join our Client Experience team and form a key part of our second-line support function, based in India. You will own the investigation, diagnosis and resolution of escalated support tickets, working across our platform and the wider legal technology ecosystem it integrates with.

This is a technically deep role, but not a back-office one. You will pick up our standard workflow for tickets through Zendesk and, where needed, be customer facing — joining calls to clarify issues, walk clients through findings, and represent Syncly directly. You won't be on customer calls every day, but you will be a visible part of the experience our clients and partners have with us.

Working UK and European hours from India, you will partner closely with first-line support, our Customer Success Engineers, and our product and development teams to keep resolution times healthy and to feed structured insight back into the product.

KEY RESPONSIBILITIES

• Own the second-line support queue - investigate, diagnose, and help resolve escalated tickets across the Syncly platform and integrated systems.

• Pick up our standard ticketing workflow in Zendesk: triage incoming escalations, communicate status to clients and internal stakeholders, and drive tickets to resolution within SLA.

• Be customer-facing where the situation calls for it - joining client calls to clarify complex issues, walk through diagnostics, and confirm resolution. Comfortable representing Syncly directly to clients and partners.

• Troubleshoot complex, cross-system issues across our platform and the integrated legal tech ecosystem (HighQ, iManage, CoCounsel, document management systems, Microsoft 365, and similar).

• Use logging and observability tools such as Microsoft Insights to investigate issues, trace data flows, and pinpoint root cause.

• Work fluently within Azure DevOps (ADO) and Zendesk: capturing reproducible bug reports, raising and tracking engineering tickets, and maintaining a clean audit trail from customer issue through to fix.

• Work with our engineering teams to reproduce issues, validate fixes, and confirm resolution back to the client.

• Perform root cause analysis on recurring or high-impact issues and produce concise, actionable write-ups for product, engineering, and Client Experience.

• Contribute to the our work knowledge base and internal runbooks — capturing fixes, workarounds, and diagnostic patterns so they don't have to be solved twice.

• Collaborate with first-line, Customer Success Engineers, and partner-facing teams (including those supporting Thomson Reuters CoCounsel and HighQ portfolio) to deliver a joined-up support experience.

• Work primarily within UK and Europe business hours to provide live coverage for clients in those regions.

QUALIFICATIONS

• 4+ years in a technical support role, ideally including time in a second-line or escalation-focused position within a B2B SaaS environment.

• Demonstrable experience investigating and resolving complex, cross-system technical issues — not just executing known fixes.

• Hands-on experience with logging / observability tools, with Microsoft Application Insights (or equivalent) as a strong plus.

• Proficient with Azure DevOps (ADO) for ticket and work item management.

• Proficient with Zendesk (or comparable ticketing platforms - Freshdesk, JIRA Service Management, ServiceNow) and comfortable owning a queue at volume.

• Strong understanding of API-based integrations, data flows, authentication / permissions models, and cloud-based B2B software.

• Excellent written and verbal English communication; able to translate technical detail clearly for non-technical clients and stakeholders.

• Comfortable being customer-facing — joining client and partner calls when escalations require it, even if the majority of the day is investigation work.

• Able to consistently work UK / Europe business hours from India.

• Strong attention to detail and commitment to high-quality, well-documented support.

• Educational background in Information Technology, Computer Science, Software Engineering, or related field — or equivalent practical experience.

PREFERRED SKILLS

• Legal tech experience — particularly with HighQ, iManage, NetDocuments, SharePoint, or comparable legal DMS platforms.

• Familiarity with Thomson Reuters legal technology ecosystem (CoCounsel, HighQ).

• Experience with SQL, KQL (Kusto), or similar query languages for log and data investigation.

• Exposure to Microsoft Azure services beyond Application Insights (e.g., App Service, Functions, Storage, Logic Apps).

• Experience writing or maintaining knowledge base articles and runbooks.

• Prior experience working with UK / European clients from India, including the working pattern.

• Comfortable working autonomously in a scale-up environment, building structure as you go.

Interested Candidate can share the cv on [Confidential Information] or can what's up me on 9726002887

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