Senior Technical Support Engineer

You

Are passionate about technology, wake up every morning to experiment, learn and develop new solutions!

About Us

At the company we provide the opportunity to use technology that creates innovative and next generation data integration products which helps our employees to cultivate their creativity and sense of belonging. The company is a leading provider for data integration and Data warehousing services for both cloud/SAAS-based-on-demand applications. We were incubated by Salesforce.com (as a part of Avankia), before getting spinned off as a separate company. The company provides data integration as a SAAS-based, Standalone or hosted integration at a competitive price with a plethora of benefits for business users.

Our mission is to provide a strong foundation for businesses in solving complex problems and automating their workflows while acting as a pillar of support for all their data integrations needs. At the company we encourage innovation and creativity and our team is diverse comprising of a nice mix of cultural blends. We are a family where each talent is recognised and honed for the best of the individual and the company as a whole. We maintain a very professional, learn and excel vision with a hint of a start-up-like environment making each individual feel important and responsible with an equal opportunity to grow to the sky’s limit!

If you have a spirit of enthusiasm to grow beyond horizons, a determination to work hard, confidence to achieve success and influence future visions and products and be a successful part of the next gen trend, the company is the place for you!

Our Value System

• We genuinely care
• We do not waste time on manual or mundane task
• We have a fun environment
• We own it
• We are experts on what we do
• We win together

The company has been

• We have been rated 4.7 / 5 on G2. We have got around 125 reviews in 2023.

• Based on the reviews G2 has awarded the company following badges.

• Best Relationship– Winter 2024

• Leader Americas Winter 2024

• Best Results – Winter 2024

• Best Usability – Winter 2024

About the Role

The company is seeking an experienced Senior Support Engineer to provide technical support for its Cloud Replication software and manage enterprise customers across the USA. The ideal candidate will have 5+ years of experience in enterprise technical support, databases, CRM/ERP integrations, and cloud and on-premises environments, with the ability to troubleshoot complex issues and deliver excellent customer service while working US Central Time business hours.

Job Responsibilities

• Provide L2/L3 technical support for the company Cloud Replication and enterprise data integration solutions.

• Manage enterprise customer relationships, troubleshoot technical issues, and ensure timely resolution of support cases.

• Diagnose and resolve database connectivity, data synchronization, replication failures, performance, and integration issues.

• Support databases, CRM platforms, ERP applications, and related enterprise systems.

• Troubleshoot deployments across cloud-hosted, self-hosted, and on-premises environments.

• Collaborate with engineering, product, and implementation teams to resolve complex technical issues.

• Monitor replication jobs, logs, data flows, and system performance to identify root causes.

• Maintain technical documentation, knowledge-base articles, and customer-facing troubleshooting guides.

• Proactively communicate incident updates, resolution plans, and recommendations to enterprise clients.

• Work with US-based customers during 8:00 AM–5:00 PM US Central Time.

• Coordinating with internal teams as needed.

Skills and Qualifications

• 5+ years of experience in technical support, software support, enterprise applications, or data integration.

• Strong hands-on knowledge of SQL, relational databases, database connectivity, and troubleshooting.

• Experience with CRM and ERP systems such as Salesforce, Microsoft Dynamics 365, Microsoft Dynamics 365 Business Central, or similar platforms.

• Understanding of data replication, synchronization, ETL/ELT, APIs, and integration concepts.

• Practical knowledge of cloud hosting platforms and on-premises infrastructure.

• Experience managing enterprise customers, escalations, SLAs, and critical production issues.

• Excellent communication, analytical, problem-solving, and customer management skills.

• Ability to work independently from India while supporting US enterprise customers during US Central Time business hours.

Preferred qualifications

• Experience with SQL Server, PostgreSQL, MySQL, Oracle, or other relational databases.

• Familiarity with AWS, Microsoft Azure, or other cloud infrastructure.

• Knowledge of REST APIs, authentication, networking, firewalls, and connectivity troubleshooting.

• Experience with monitoring, incident management, ticketing systems, and remote troubleshooting.

• Previous experience supporting SaaS products or enterprise data replication solutions.

Job Location: Bangalore (Remote)

Work Shift: U.S Shift (6:30 PM IST to 3:30 AM IST)