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Customer Support Engineer (24*7 Night Shift)

3 hours, 7 minutes ago
India
Full-time
Mid Level
Technical Support Engineer
Customer and Technical Support
Databricks Java LLM .NET Python REST API SQL
Apply Now
Resil

Resil

Resil specializes in providing AI-powered supply chain risk management solutions that enable organizations to detect threats in real time and take proactive measures to enhance supply chain resiliency.

Internet Software & Services
251-1K
Founded 2010
View All Jobs 5

Description

  • Serve as the single point of contact for internal and external customers on technical support requests.
  • Receive, prioritize, document, and resolve customer issues through email, chat, phone, and workflow tools within SLA targets.
  • Own and resolve L3-level technical issues, including debugging, root cause analysis, and minor code fixes.
  • Troubleshoot REST API issues and analyze complex system logs to identify underlying problems.
  • Work closely with Engineering, Data, Product, and module owners to drive issue resolution and bug fixes.
  • Drive AI Agent implementation and deployment by ensuring data readiness and resolving hallucination, fallback handling, and prompt misinterpretation issues.
  • Record and maintain detailed case notes, queries used, decisions made, and final resolutions in tracking tools.
  • Coordinate product testing during upgrades and releases.
  • Escalate issues to the appropriate internal teams when needed and help ensure accurate end-to-end customer communication.
  • Develop knowledge base articles and provide periodic reporting on request status, categories, and root causes.

Requirements

  • 3+ years of experience in L3 support.
  • Strong programming knowledge in Java, Python, and .NET with hands-on debugging experience.
  • Ability to analyze complex logs and system architecture to derive insights.
  • Solid understanding of REST APIs, integrations, and related issue resolution.
  • Knowledge of LLMs and AI frameworks such as LangChain, LangGraph, LangSmith, OpenAI, and Databricks.
  • Strong SQL skills and database knowledge, including writing complex queries.
  • Experience with support tools such as Freshdesk or Zendesk preferred.
  • Excellent analytical, problem-solving, written, and verbal communication skills.
  • Ability to work in a fast-paced, collaborative environment with flexible/rotational hours, mostly US hours.
  • Proficiency in all MS Office applications.
  • Comfortable with US working hours, on-call weekend support, and holiday support on a rotational basis.

Benefits

  • Fully remote work environment.
  • Opportunity to work on AI-driven support capabilities, including AI Agents, automation, and LLM-powered workflows.
  • High-ownership role with exposure to Support, Engineering, Product, Data, and Infrastructure teams.
  • Chance to solve complex real-world customer problems beyond traditional support boundaries.
  • Collaborative, fast-paced culture with direct influence on customer experience and operational efficiency.
  • Opportunity to build deep expertise in AI, SaaS platforms, APIs, databases, and modern support engineering practices.
  • Full-stack benefits for health, wealth, and wellbeing.

Interested in this position?

Apply directly on the company website

Apply Now

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