Title: Support Engineer II

Department: iO, Global Support

Reports To: Manager, Global Support

FLSA Status: Non-exempt

Location: Chennai, Tamil Nadu, India

Job Summary

The Support Engineer II provides escalated technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems. In this role you will be expected to have developed a deeper expertise of our software, API’s and configuration for specific use cases. You are expected to require little guidance surrounding processes and procedures, and are able to independently resolve a majority of customer requests and incidents. You will have frequent phone and email interaction with our customers and are required to have in-depth technical product knowledge, network and platform knowledge, and exceptional customer service skills. You are expected to collaborate and support other members of the team in a variety of ways, including in real-time escalation support, process & technical mentoring, and formal training.

On a daily basis, the Support Engineer II creates, resolves, and maintains tickets, while working to resolve customer related issues and requests. It is essential that the Support Engineer II maintains accurate records of all activities and interactions in Salesforce and responds to customers within identified service level agreements. You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service.

Key Responsibilities:

• Deliver a great customer experience across all available communication channels
• Partner with team members as needed to diagnose and resolve complex technical issues related to Prove's products and APIs, escalating to senior engineers or product teams when necessary.
• Act as a point of escalation and mentorship for L1 Support team members, sharing your growing expertise.
• Demonstrate a developing expertise in Prove’s products and services, working towards becoming a subject matter expert
• When interacting with our customers, take the initiative to provide best practices on the use of Prove API’s
• Partner effectively with team members across all global locations to provide seamless 24/7 support coverage. Maintain flexibility to work various shifts and on-call rotations as needed.
• Demonstrate initiative to learn new skills applicable to role
• Contribute to and adhere to Knowledge-Centered Support (KCS) processes and best practices, creating and updating knowledge base articles to empower both customers and internal teams.
• Consistently meet or exceed established support metrics and KPIs, demonstrating accountability for your individual and team performance.
• Follow appropriate policies and procedures when categorizing and documenting tickets to ensure accurate reporting and maintenance of historical data.
• Accurately track daily work hours and manage time effectively to prioritize tasks and meet deadlines.
• Commitment to and consistent demonstration of core company values

Qualifications and Experience:

• 3-5 years of experience in a technical customer support role, preferably supporting SaaS applications, APIs, or complex technical products.
• Proven ability to troubleshoot and resolve intricate technical problems, demonstrating strong analytical and problem-solving skills.
• Experience working with and supporting APIs, including understanding of RESTful principles and data formats (e.g., JSON, XML).
• Solid grasp of cloud computing fundamentals; hands-on experience in AWS a bonus.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly and concisely to both technical and non-technical audiences.
• Experience with CRM and ticketing systems (e.g., Salesforce, Jira).
• Familiarity with monitoring and logging tools (e.g., Honeycomb, Looker, Splunk) and incident management platforms (e.g., Rootly, PagerDuty/OpsGenie).
• Ability to work independently and efficiently under pressure, managing multiple tickets and prioritizing case load effectively.
• Meticulous attention to detail and a commitment to accuracy.
• Experience with scripting or programming languages (e.g., Python, JavaScript) is a plus.

This position description should not be considered the final description of the position. The position description is not intended to be an all-inclusive list of duties and standards of the positions. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate’s capabilities and changing business conditions. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The anticipated salary range for this role is INR 1,200,000 - 1,300,000 plus variable commission / company bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.