Sr. Technical Support Engineer

Job Level: IC3

Position Overview

Simpplr is a rapidly growing SaaS company seeking an experienced Senior Technical Support Engineer to join our Technical Support Team. In this role, you will be responsible for diagnosing and resolving technical issues for our customers from their first day using Simpplr. You will play a crucial role in ensuring a seamless user experience by providing expert troubleshooting and proactive issue resolution.

This position is ideal for individuals who thrive in a fast-paced, high-growth environment and can make quick, effective decisions. Strong written and verbal communication skills, customer empathy, and problem-solving abilities are essential. You will collaborate closely with Product, Engineering, and Customer Success teams to drive customer satisfaction and provide best-in-class support.

You will be the first-line technical support for Simpplr’s Enterprise customers and provide second-line support for Digital and Commercial customers via Zendesk, phone calls, and live troubleshooting sessions.

Responsibilities

• Provide expert-level troubleshooting and technical support for Simpplr customers post-implementation.
• Review, triage, and diagnose customer-reported issues, functional queries, admin requests, and feature requests.
• Collaborate closely with Product, Engineering, and Customer Success teams to ensure timely resolution of complex issues.
• Lead incident management processes for customer-impacting outages and drive resolution efforts.
• Research and analyze complex cases, contributing to the internal Knowledge Base and Community forums.
• Utilize debugging tools and available resources to investigate technical issues and provide detailed insights.
• Ensure all support interactions are properly documented, following established processes and best practices.
• Identify recurring issues and contribute to proactive support measures and process improvements.

Requirements

Technical Skills

• 3+ years of experience in a direct customer-facing support role, handling technical troubleshooting.
• 3+ years of experience troubleshooting modern web applications.
• Strong knowledge of Database technologies (SQL, MongoDB, Oracle) and the ability to write and execute queries.
• Familiarity with APIs and knowledge of API debugging using Postman or cURL.
• Strong ability to debug API and HAR files to diagnose and resolve complex technical issues.
• Experience supporting SSO, SAML, Provisioning, User Sync, HRIS, and other integrations.
• Hands-on experience with any log analysis tools (CloudWatch, Observe, Kibana, Loggly, Splunk, Coralogix) to investigate system behaviors and diagnose issues.
• Familiarity with any Web Scripting languages (JavaScript/NodeJS, HTML, CSS, C, C++, Java, Python) to assist in troubleshooting.
• Proficiency in support ticketing tools (Zendesk, JIRA, Salesforce Service Cloud).
• Understanding of APIs and integrations, including the ability to test API calls and analyze responses.
• Experience working with Enterprise clients, with the ability to manage and troubleshoot issues in a complex IT environment.

Communication & Customer Interaction

• Excellent written and verbal communication skills.
• Strong customer empathy and problem-solving abilities.

About Simpplr

Simpplr is the AI-powered platform that unifies the digital workplace – bringing together engagement, enablement, and services to transform the employee experience. It streamlines communication, simplifies interactions, automates workflows, and elevates the everyday experience of work. The platform is intuitive, highly extensible, and built to integrate seamlessly with your existing technology.

More than 1,000 leading organizations – including AAA, the NHS, Penske, and Moderna – trust Simpplr to foster a more aligned and productive workforce. Headquartered in Silicon Valley with global offices, Simpplr is backed by Norwest Ventures, Sapphire Ventures, Salesforce Ventures, and Tola Capital.

Learn more at simpplr.com.