Senior Specialist Technical Support

About The Role

We are looking for a technically strong Senior Support Engineer to join our Technical Support team. This role involves handling complex customer issues, performing data fixes, and querying live production environments to identify and resolve problems. The ideal candidate is comfortable working hands-on with databases, understands application architecture, and is proactive in preventing recurring issues.

Key Responsibilities

• Provide advanced (L2/L3) support for production issues raised by customers or internal teams.
• Investigate and troubleshoot application, data, and integration issues across environments.
• Perform data fixes and direct SQL queries on production databases with high accuracy and caution.
• Analyze logs, database records, and system behavior to identify root causes.
• Escalate product bugs and closely coordinate with the development and QA teams for resolution.
• Communicate solutions and timelines effectively to customers and internal stakeholders.
• Maintain clear documentation of recurring issues, fixes, and SOPs.
• Ensure adherence to SLA timelines and customer satisfaction goals.
• Train and support junior support engineers as needed.
  
  

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 5+ years of experience in technical support, application support, or similar roles.
• Strong proficiency in SQL.
• Hands-on experience with production environment debugging, preferably in a live customer-facing SaaS or enterprise application.
• Familiarity with application logs, monitoring tools, and incident management workflows.
• Comfortable with REST APIs, JSON/XML, and data exchange mechanisms.
• Good understanding of web-based application architecture (frontend, backend, database layers).
• Excellent troubleshooting, analytical, and communication skills.
  
  

• Experience in the garment manufacturing / ERP / shop floor digitization domain (optional).
• Knowledge of scripting (Python, PowerShell, etc.) for automation or data transformation.
• Experience with tools like Postman, Kibana, Grafana, or similar.
• Familiarity with cloud platforms (AWS, Azure, etc.).
• Hands-on with ticketing systems like Jira.
  
  

• Opportunity to work in a fast-growing product company solving real industry problems
• Work closely with leading garment manufacturers across the globe, contributing to their digital transformation
• Collaborative team environment with a focus on learning and ownership
• Chance to build and lead a team as we scale our support operations
• Access to live customer environments and enterprise-level tools
• Competitive compensation and benefits