Support Engineer

• Use your strong technical and diplomatic skills to address customer issues and provide customer feedback to Twilio’s Product and Engineering teams.
• Be ready to assist our customers when they need us. This position may require working an irregular shift, including the weekend (Shifts are subject to change based on evolving team and customer needs).
• Work with our customers' and partners' developers, architects, and support personnel to resolve complex problems with potentially very costly and far-reaching consequences.
• Collaborate with your teammates and the Twilio Product and Engineering teams via Slack as well as filing JIRAs to report reproducible bugs.
• Review and contribute to internal knowledge bases and external technical resources to stay current on industry shifts and standards.

Technical Support Engineer – Level 2

• Provide expert technical support for incident, problem, and change management across IT network technologies.
• Analyze and resolve production network issues while coordinating with cross-functional technical teams.
• Administer service requests and execute network changes for escalated or priority incidents and Own incident resolution processes, ensuring timely updates and thorough root cause analysis documentation.
• Design, deploy, and manage advanced firewall and SASE solutions to enhance network security and Conduct regular security assessments to maintain compliance with industry standards and propose preventive actions.
• Mentor junior team members and provide technical guidance in network security practices and Collaborate with external service providers and OEMs for complex issue resolution and remote implementation support.

Technical Support Specialist

• Act as first point of technical contact for Aruba Switching customers via phone, web, and email.
• Create, prioritize, and manage TAC cases in HPE case management systems.
• Maintain timely customer communication with professional case updates.
• Collect and validate troubleshooting outputs and follow standard runbooks.

Technical Support Engineer

• Assist the team and key stakeholders across various tasks related to multiple financial applications and business processes
• Develop, test and deploy scalable, modern, and efficient solutions for various financial applications and integrations
• Collaborate closely and work with internal and external teams, provide guidance to junior team members and ensure high quality delivery of software products/solutions
• Participate in all required project meetings and provide status of assigned tasks
• Build diagrams representing as-is architecture and target architecture
• Communicate technical information to non-technical stakeholders
• Participate and collaborate with the development team to prioritize and deliver projects
• Provide post go-live support on projects
• Perform routine administrative tasks such as monitoring jobs, addressing vulnerabilities, and assisting infrastructure/database teams
• Gather and document business requirements for different projects
• Participate in SOX and internal audit testing
• Work on various projects and assist project teams, developers and project managers
• Assist with implementing large-scale, innovative IT solutions to drive business transformation
• Configure and implement cloud-based solutions using AWS Services, 3rd party development tools, APIs
• Participate in code reviews and ensure adherence to coding standards and best practices
• Write and execute system integration testing scripts – both manual and automated tests using various tools
• Perform regression and integration testing
• Debugging the issues identified during testing
• Deploy the developed solutions in PROD using standard methods
• Prepare business and technical documents (BRD, FDD, TDD, Business Process Flow diagrams, and Knowledge Transfer documents)
• Assist support team members with resolution of issues in production environment
• Stay up to date with latest technologies and trends
• Attend in-person/online trainings/conferences to improve skills

Senior Technical Analyst

• Conduct thorough analysis of malware samples to understand their behaviour, functionality, and impact.
• Develop and implement strategies to detect and mitigate malware threats across various platforms and networks.
• Collaborate with the incident response team to investigate and respond to security incidents involving malware.
• Stay updated with the latest malware trends and techniques and contribute to the development of new detection and prevention tools.
• Prepare detailed reports on malware analysis findings and provide actionable recommendations to enhance security measures.

Technical Consultant – Malware Analyst

• Service Desk Management: Monitor and manage the Service Desk ticketing system, ensuring all incoming requests are logged, categorised, and prioritised appropriately.
• First-Level Support: Provide initial support to resolve technical issues, including troubleshooting and guiding users through solutions.
• Investigation: Build knowledge of the system, codebase, and database to investigate issues - turning problems into change requests for the Engineering Team.
• Updates: Where appropriate, modifying system components (JavaScript / Kotlin) to patch issues, tweak systems, and propose improvements.
• Response Coordination: Work closely with senior engineers, analysts, and other cross-functional teams to ensure that all issues are resolved effectively and efficiently.
• Reporting: Ensuring root causes analysis, impact analysis, action plans, risk mitigations, and communication plans are fully documented for the compliance team to report to the regulators.
• Documentation: Document solutions and workarounds for common issues, contributing to a knowledge base for both users and support staff.
• Continuous Improvement: Identify recurring issues and suggest improvements to reduce the number of support requests and enhance the overall user experience.

• Own every escalation, start to finish. P1/P2 incidents don't get handed off — they get owned. You'll lead triage, drive cross-functional coordination, manage customer communication, and close out post-incident reviews, including the cases AI couldn't close or got wrong.
• Keep the shift running, no matter what. You'll run shifts within a global 24/7 follow-the-sun model — clean handoffs, uninterrupted coverage, healthy queues across regions. Nothing falls through the cracks on your watch.
• Solve what others can't. The hardest technical tickets — SaaS integrations, REST APIs, SSO (SAML/OIDC), webhooks — land with you. You drive to root cause, not just workarounds.
• Hold the AI accountable. Spot-check AI and bot-handled resolutions for accuracy, especially anything touching pricing, security posture, or compliance claims. Decide what needs a human. Turn every miss into a fix in the knowledge base or macro so the bot doesn't repeat it.
• Make the team around you better. Coach and level up support engineers through direct mentorship, runbooks, and documentation — including how to work alongside AI well: when to trust a draft, when to override it, and how to spot a confidently wrong answer.
• Own queue health and SLA outcomes. Make prioritization calls under load, manage SLA risk across both AI-handled and human queues, and communicate trade-offs clearly to customers and teammates.
• Reduce the ticket load, systematically. Build macros, automations, and AI-assisted workflows that measurably cut volume and improve response quality — not just faster firefighting.
• Close the loop with Product and Engineering. Surface patterns, flag gaps in AI or KB coverage, and represent the customer's voice in escalations. Recurring issues get fixed, not just managed.

Lead Product Support Engineer

• Provide operational support for online research projects across multiple regions and time zones
• Ensure continuity of service outside regional business hours
• Support project delivery by responding to client and internal requests
• Troubleshoot project-related issues and monitor project health
• Coordinate with regional teams to ensure timely resolution of urgent requests
• Help maintain a seamless client experience by providing prompt communication
• Support project continuity during regional handoffs and escalate issues when appropriate
• Note: opportunity will require working US CST shifts and weekends, with two days off provided.

Senior Analyst, Project Support

• Provide direct and ongoing leadership for a team of individual contributors designing and developing engineering solutions and coordinating projects utilizing multiple engineering disciplines for products, systems, software, and solutions.
• Manage headcount, deliverables, schedules, and costs for multiple ongoing projects, ensuring that resources are appropriately allocated and that goals, objectives, timelines, and budgets are met in accordance with program and organizational roadmaps.
• Communicate project status and escalates issues to direct managers, program managers, and internal and external development partners.
• Manage relationships with outsourced partners and suppliers, including setting expectations regarding deliverables, product quality, schedules, and costs; ensures that team members are effectively communicating and collaborating with outsourced resources.
• Proactively identifies opportunities for process improvement and cost reductions opportunities.
• Provide people-care management for assigned team members, including hiring, setting and monitoring of annual performance plans, coaching, and career development; ensures that proper knowledge and career development tools are in place to support ongoing team member and process development.

Technical Support Manager

• Adopt an automation-first mindset: identify repetitive, high-volume or high-risk operational activities and convert them into repeatable automation workflows.
• Develop, maintain and improve network automation scripts, playbooks and workflows using Python, Ansible and REST APIs for activities such as configuration backup, compliance checks, pre/post-change validation, reporting and standard changes.
• Apply Infrastructure as Code principles to network configuration and operational artefacts, ensuring changes are version-controlled, peer-reviewed, tested and reusable.
• Support CI/CD for network changes by contributing to automated validation, linting, configuration testing, approval gates and controlled deployment pipelines before production rollout.
• Create reusable templates and self-service network capabilities for standard, pre-approved operational requests where appropriate.
• Use source-of-truth data, structured data formats and automation-friendly inventory models to improve accuracy, consistency and auditability.
• Build automated health checks, drift detection, compliance reporting and reliability controls to reduce operational risk and improve proactive monitoring.
• Collaborate with operations, engineering and tooling teams to embed backlog-driven delivery, Kanban ways of working and continuous improvement into network operations.

Senior Technical Analyst – Dev/NetOps

• Serve as the technical escalation point for complex customer issues across cloud applications, APIs, integrations, authentication, and enterprise deployments.
• Lead end-to-end investigation, troubleshooting, and resolution of critical customer escalations.
• Perform deep technical analysis using logs, SQL, APIs, debugging tools, and cloud platform diagnostics.
• Partner with Engineering to identify product defects, influence prioritization, and validate fixes.
• Work closely with Product, Customer Success, Professional Services, and Engineering to deliver exceptional customer outcomes.
• Mentor and coach Technical Support Engineers through case reviews, debugging sessions, knowledge sharing, and technical guidance.
• Drive continuous improvements in support processes, tooling, documentation, automation, and operational excellence.
• Create and maintain knowledge base articles, troubleshooting guides, and technical playbooks.
• Analyze recurring issues to identify root causes and recommend long-term product or process improvements.
• Lead technical enablement sessions for new hires and existing team members.
• Champion customer advocacy by ensuring customer pain points are represented in product discussions.
• Participate in incident response activities and major customer escalations as required.

Technical Support Specialist III

• Support end points including hardware and software
• Install, make changes and repair of basic & industrial computer hardware
• Administration of AD/ DNS / DHCP / FS / SFTP/proxy Windows client & servers OS installation and configuration
• L1 support of VMware and windows environment
• Configuration & implementation of WSUS servers, Patch Management, deployment and end to end troubleshooting of servers as well client
• Regular Server /storage Hardware level support and coordination with OEM
• L1 support on network Switches /Firewalls, configuration and troubleshooting
• Supporting , configuring and maintaining Antivirus solution server & end points

IT Support Engineer

• Provides support and problem resolution for specific products
• Assists clients with implementing new products, new releases, and software upgrades
• Responds to inquiries and requests from clients
• Trains customers in product operation and maintenance
• Participates in analysis of client identified issues
• Diagnoses, troubleshoots, and resolves common technical problems

Digital Operations Support Analyst

• Troubleshoot complex network issues, coordinate with cross-functional teams, and ensure reliable operation of IT network security services.
• Analyzing production network issues and resolve
• Follow troubleshooting mechanisms and suggest corrective action
• Work in US time zone for operational shift support and provide required guidance to NOC
• Administering service requests and execute network changes for the escalated incidents or priority incidents
• Own incident ticket resolution end-to-end and find a way to resolve or provide technical workarounds
• Coordinates with NOC engineers to analyze the issue, capture new logs if required.
• Coordinate with cross technology technical team to resolve the incident
• Track issues that are intermediate in nature until its closure working with multiple stakeholder
• Ensure to provide technical update during the incident management
• Identify the issues root cause and document the root cause analyses with corrective, preventive actions.
• Identify design related gaps that caused the incident and propose for preventive action
• Work through problem management process to support technical implementation
• Comply to change management process for change implementation whenever required
• Engage OEM, service provider to troubleshoot the issue and escalate to get it resolved
• Additional duties as required and possible remote implementation assistance on special projects
• Escalate to very complex network issue to L4 engineer for support
• Support in creating presentation and generates reports
• Work with network tools administration to build new monitoring solution if required

• Lead and coordinate major incident war rooms from initiation through service restoration.
• Assess incident severity, business impact, affected services, and prioritize recovery efforts.
• Drive a restoration-first approach by coordinating failover, rollback, rerouting, workaround, and recovery activities.
• Coordinate cross-functional technical teams, vendors, and operational stakeholders during critical incidents.
• Provide timely communication and executive-level updates on incident status, business impact, recovery progress, and estimated resolution timelines.
• Monitor incident progress, track action items, dependencies, and ensure accountability across participating teams.
• Maintain accurate incident documentation including timelines, decisions, recovery actions, MTTR, MTTD, and problem records.
• Utilize AI tools to assist with incident documentation, RCA drafting, transcript summarization, and operational efficiency.
• Participate in a 24x7 on-call and rotational support model for major incident management.

Junior Technical Support Engineer

• Receive, triage, and manage assigned technical support tickets through Zendesk for ServiceChannel products including APIs, EasyPay, FSM, Data Direct, and related platform services
• Monitor assigned ticket queues, prioritize inbound requests as directed by Support Queue owner, and ensure timely updates are provided to customers, internal stakeholders, and management
• Troubleshoot customer-reported issues using available documentation, API swagger documentation, product knowledge, system tools, logs, support history, and internal knowledge resources
• Perform initial investigation and root cause analysis to determine whether issues are customer-side, configuration-related, product-related, integration-related, or require escalation
• Communicate directly with customers via email and meetings to clarify issues, provide status updates, explain next steps, and guide them through resolution where applicable
• Advise customers and internal teams on product updates, known issues, configuration changes, process changes, and recommended troubleshooting steps
• Collaborate with ServiceChannel Support, Professional Services, Customer Success, Product, Engineering, and Management teams to resolve complex or recurring issues
• Escalate defects, system errors, recurring failures, and product gaps to Engineering or Product teams with clear documentation, supporting evidence, business impact, and reproduction steps
• Build, maintain, and improve internal knowledge articles, troubleshooting guides, support playbooks, and process documentation for ServiceChannel team members
• Identify trends and patterns across APIs, EasyPay, FSM, Data Direct, and other product support cases to help management understand recurring issues, customer impact, and potential process improvements
• Document issue details, customer communications, resolution steps, root cause, and escalation history clearly within Zendesk, Jira, Confluence, or other applicable systems
• Maintain SLA response and resolution targets while balancing multiple support cases across different product areas• Recommend preventive actions, automation opportunities, documentation improvements, and operational changes to reduce repeat support incidents

Technical Support Analyst

• Act as the primary administrator and SME for Zendesk.
• Manage ticket queues, ACD routing, workflows, automations, macros, and business rules.
• Administer user access, platform governance, and system configurations.
• Drive workflow automation and continuous improvement initiatives.
• Manage integrations between Zendesk, telephony, CRM, WFM, and other business systems.
• Oversee and maintain knowledge bases, Wikis, and Zendesk Help Centre content.
• Manage forecasting, capacity planning, scheduling, intraday management, and real-time monitoring.
• Develop staffing plans to meet business demand and service level targets.
• Monitor and analyse adherence, occupancy, shrinkage, productivity, and forecast accuracy.
• Provide staffing recommendations and scenario modelling to support business requirements.
• Develop and maintain operational dashboards, scorecards, and executive reports.
• Produce regular and ad hoc reporting for operational and leadership teams.
• Analyse operational trends, including contact volumes, SLA performance, queue health, productivity, and customer experience metrics.
• Conduct root cause analysis and provide actionable insights to improve performance.
• Drive reporting automation and ensure data accuracy and integrity.
• Partner with Operations, Quality, and Training teams to improve operational performance and customer outcomes.

Customer Support, Call Centre Operations Analyst

• Application/Technical Support: Respond to inbound support requests via help desk platforms (e.g., Zendesk), phone, email, or chat. Triage and prioritize assistance needed, and resolve issues related to software, hardware, or system usage.
• Training & Guidance: Provide baseline training and guidance to clients and providers on ServiceChannel applications
• Issue Identification & Escalation: Identify system issues, document and report them to the Development Team, and escalate unresolved or complex cases to higher-level support or engineering teams.
• Documentation: Maintain accurate records of support interactions, document solutions, and contribute to the knowledge base.
• Customer Satisfaction: Ensure client satisfaction by delivering prompt, professional, and effective support.

Support Analyst

• Support the end-to-end aspects of services under their remit including but not limited to service engineering, L3 Conference room endpoint and infrastructure support, Escalation management, Vendor management and service roadmaps and standards.
• Incident Resolution and Escalation Management
• Communication and alignment with other teams internal and external to IT Services - VMS
• Conflict resolution
• Performance management – service / KPI
• Knowledge transfer to the other team members
• Knowledge of Telepresence

Meeting Room Operations Support Engineer

• Provide L1 functional support for Workday HCM applications, ensuring timely resolution of user incidents and service requests
• Troubleshoot and resolve issues related to Core HCM, Staffing, Compensation, Payroll, Benefits, Security, Business Processes, Reporting, and inbound EIB integrations
• Perform Workday configuration updates and support routine maintenance activities
• Collaborate with HR, business users, and IT teams to gather requirements, analyze issues, and recommend appropriate solutions
• Support Workday security administration, user provisioning, and access management activities
• Monitor support queues, prioritize tickets based on business impact, and ensure SLA compliance through ITSM processes
• Perform issue analysis, identify root causes, and escalate complex issues to L2/L3 support teams when necessary
• Assist with testing, validation, and deployment of Workday enhancements, patches, and configuration changes
• Prepare and maintain functional documentation, knowledge base articles, standard operating procedures (SOPs), and user guides
• Support reporting requests and assist with Workday report validation and troubleshooting
• Stay current with Workday releases and recommend improvements to enhance system functionality and user experience
• Collaborate with cross-functional teams to ensure Workday HCM solutions align with business objectives and organizational standards
• Mentor junior team members, share functional knowledge, and contribute to continuous improvement initiatives within the Workday practice

Support Engineer jobs in India

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Technical Support Engineer – Level 2

Technical Support Specialist

Technical Support Engineer

Senior Technical Analyst

Technical Consultant – Malware Analyst

Technical Support Engineer

Lead Product Support Engineer

Senior Analyst, Project Support

Technical Support Manager

Senior Technical Analyst – Dev/NetOps

Technical Support Specialist III

IT Support Engineer

Digital Operations Support Analyst

Technical Support Specialist

Junior Technical Support Engineer

Technical Support Analyst

Customer Support, Call Centre Operations Analyst

Support Analyst

Meeting Room Operations Support Engineer

Staff Engineer, Workday HCM Functional Consultant – L1 Support