Uniphore - Support Engineer - SaaS Platform (2-5 yrs)

Job description for Customer Support Engineer :

This role involves diagnosing and resolving technical issues in a SaaS platform, ensuring system stability, and optimizing customer experience through proactive troubleshooting. You will analyze incidents, provide root cause assessments, and support customers with technical guidance. A strong foundation in troubleshooting, scripting, system monitoring, and API integrations is essential to succeed in this role

Core Technical Skills Required :

1. Troubleshooting & Incident Management :

- Experience diagnosing and resolving technical incidents in a SaaS platform.

- Ability to triage, troubleshoot, and resolve customer issues efficiently.

- Experience working with monitoring & alerting tools (e.g., Datadog, PagerDuty, Alert Manager).

- Ability to provide root cause analysis (RCA) for platform issues.

2. Programming & Scripting :

Proficiency in at least one of the following :

- SQL (for data querying and troubleshooting)

- Python (or similar scripting languages for automation)

- Linux command line operations

3. Software Development & APIs :

- Understanding of APIs (REST, SOAP) for troubleshooting API-related issues.

- Familiarity with the Software Development Life Cycle (SDLC).

4. Systems & Networking Fundamentals :

- Basic understanding of networking

- Ability to monitor system health and diagnose issues related to SaaS infrastructure.

5. Cloud & SaaS Platform Knowledge :

- Exposure to cloud-based SaaS platforms and their customer experience (CX) technology stack.

- Understanding of how enterprise customers use SaaS solutions and how to optimize their experience.