Technical Support Engineer

Technical Support Engineer
Location: India, Remote
Experience: 3-5 Years

Algoworks
www.algoworks.com

About the Company

We are a global team of engineers, architects, designers, researchers, operators and innovators who share a passion for achieving client goals. Our engineering services help businesses thrive at the intersection of technology and people. From the latest AI implementations to legacy platform migrations and everything in between, our services span the enterprise technology spectrum. Our world class experience transformation playbook elevates digital success and increases ROI with a relentless focus on the human experience. Our customer base includes Fortune 500 companies around the globe. We’ve got the skills and insights and we’re also fun to work with. Our global team spans a diverse cultural spectrum, with wide range of interests, enabling us to bring personality and depth to every engagement.

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Role Overview

We are seeking a customer-focused Technical Support Engineer to serve as the primary technical liaison for customers, partners, and internal teams integrating with API ecosystems and iPaaS platforms.
This role is critical in ensuring successful API onboarding, production reliability, and rapid issue resolution across customer integrations. The ideal candidate will combine strong API troubleshooting expertise, customer communication skills, and operational ownership to support mission-critical API services.
As an early member of this function, the role will also help shape support processes, documentation standards, and operational best practices.

Key Responsibilities:

1.Customer & Integration Support
Serve as the primary technical contact for customers and partners integrating through APIs or iPaaS solutions.
Guide technical teams through API onboarding, staging configuration, testing, and production deployment.
Provide proactive technical support to ensure successful customer integrations.
2.API Troubleshooting & Incident Management
Diagnose and resolve API-related issues including authentication failures, malformed payloads, latency, routing errors, and timeout issues.
Manage escalations for critical production incidents (SEV1/SEV2), including investigation of 4xx/5xx errors and service disruptions.
Conduct root-cause analysis and collaborate with engineering teams for resolution.
3.Monitoring & Operational Excellence
Analyze API traffic, logs, and observability data using tools such as Azure Application Insights, Datadog, Splunk, or ELK.
Develop runbooks, troubleshooting guides, support documentation, and operational playbooks.
Identify recurring issues and contribute to process automation and support improvements.
4.Cross-Functional Collaboration
Work closely with Development, TechOps, and Product teams in a collaborative “tiger team” environment.
Create reproducible bug reports and support patch validation and regression testing.
Communicate technical issues effectively to both technical and business stakeholders.

Required Technical Skills & Competencies:

Strong understanding of RESTful APIs, web services, and integration workflows.
Experience with API testing and debugging tools (Postman, Insomnia, cURL).
Knowledge of authentication/security protocols including OAuth 2.0, API Keys, JWT, TLS/SSL.
Solid understanding of networking fundamentals including DNS, TCP/IP, firewalls, and load balancing.
Familiarity with Microsoft ecosystems (.NET / C# fundamentals preferred).
Strong troubleshooting and analytical capabilities.

Good to Have:

Experience supporting enterprise SaaS or API platforms.
Familiarity with iPaaS ecosystems and enterprise integration solutions.
Experience contributing to automation initiatives or support tooling improvements.
Prior experience in high-growth product or platform environments.

Must-Have Skills:

Strong expertise in REST APIs, webhooks, JSON/XML payloads, Postman/cURL, OAuth2, JWT, and API security protocols.
Proven experience in API troubleshooting, incident management, root-cause analysis, and customer-facing technical support.
Hands-on experience with monitoring/logging tools such as Datadog, Splunk, Azure Monitor, or similar platforms.
Strong communication, technical documentation, and cross-functional collaboration skills.

Desired Attributes:

Highly customer-focused with strong technical communication skills.
Strong ownership mindset and proactive troubleshooting approach.
Ability to operate effectively in fast-paced, evolving environments.
Detail-oriented with strong process and documentation discipline.
Collaborative and solution-oriented mindset.

Interview Process
2 to 3 Rounds of Discussions.