Customer Support Engineer

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Support Engineer, Tier 2 based in India.

• Serve as a senior technical point of contact for executive, VIP, and C-suite customers, providing clear and transparent communication throughout complex escalations and high-pressure incidents.
• Manage high-value commercial and enterprise customer relationships by providing advanced technical guidance to senior leaders, engineers, and other stakeholders.
• Provide technical support and troubleshooting through email, telephone, chat, and remote web sessions, with a particular focus on complex Windows and Active Directory integration issues.
• Manage a queue of high-priority and technically complex support cases, applying evidence-based troubleshooting through log analysis, event logs, XPath queries, network traces, Wireshark, pktmon, memory dumps, and other diagnostic techniques.
• Reproduce customer issues in controlled environments through structured testing and variable isolation to validate technical theories and identify permanent solutions.
• Conduct thorough preliminary research and capture supporting evidence before escalating issues to peers, escalation teams, or Engineering.
• Partner with internal Engineering teams to communicate technically defensible diagnoses and provide high-quality escalations supported by relevant evidence.
• Collaborate with Product and Learning teams to improve customer education materials and ensure technical guidance reflects recurring troubleshooting trends and current product behavior.
• Maintain deep technical knowledge of the broader platform and its integrations with Windows and Active Directory environments.
• Partner with Account Managers, Customer Success Managers, and Implementation Engineers to support successful customer onboarding and transition into ongoing product usage.
• Create and maintain internal knowledge base content, including advanced troubleshooting methodologies, diagnostic procedures, and practical technical guides.
• Participate in projects designed to improve the customer and support engineer experience by optimizing diagnostic workflows, processes, and internal tooling.
• Mentor peers and contribute technical expertise to strengthen the capabilities and knowledge of the wider support engineering organization.
• Participate in a rotating on-call schedule, monitoring status updates and responding to customer cases during outages while maintaining clear stakeholder communication throughout the incident lifecycle.

• Bring 7+ years of experience in a technical, customer-facing Software-as-a-Service (SaaS) environment, including 2–3+ years handling mission-critical technical escalations.
• Demonstrate proven experience working with senior leaders, executives, and internal engineering teams, with the ability to translate complex technical root causes into clear business-impact communication for non-technical stakeholders such as CIOs and CISOs.
• Possess deep expertise in Windows, including the Registry, PowerShell, Credential Manager, Event Logging, and related troubleshooting techniques.
• Demonstrate strong Active Directory expertise, including domain forests, Group Policy Objects (GPOs), user and group management, Azure Active Directory, network architecture, and directory integrations.
• Have hands-on experience with advanced diagnostic and troubleshooting tools such as Sysinternals, Wireshark, XPath, event logs, network traces, and memory dumps.
• Apply a methodical and systematic troubleshooting approach, with the ability to isolate variables, reproduce edge cases, validate hypotheses, and develop permanent solutions rather than relying on workarounds.
• Demonstrate excellent written and verbal English communication skills, as internal collaboration, interviews, and customer-facing work are conducted primarily in English.
• Have a strong teaching and mentorship mindset, with the ability to document complex technical workflows and support the development of other engineers.
• Demonstrate sound judgment when determining escalation boundaries and managing customer expectations when a direct resolution falls outside the team's scope.
• Experience with directory services such as Azure, Google Workspace, Okta, or Lightweight Directory Access Protocol (LDAP) is beneficial.
• Experience with Azure Active Directory, Group Policy, user and group management, network architecture, and directory environments is advantageous.
• Previous experience with the relevant platform or product ecosystem is beneficial.
• Experience using Artificial Intelligence (AI) tools to improve operational processes