Module Lead - Preventive Maintenance Support

Role Overview

The Technical Support Engineer position involves leading efforts to resolve complex technical challenges faced by clients using our product. This role demands a profound understanding of the software and close cooperation with product management and engineering teams to address customer issues efficiently within established service level agreements (SLAs).

Operating within an international team spanning Amsterdam, Boston, San Francisco, and Melbourne, you will serve as the primary technical contact for users globally. Your daily responsibilities include liaising with ticket reporters, performing technical investigations, troubleshooting issues, and working alongside development teams for effective solutions. Additionally, you will contribute ideas to enhance the department’s service quality, scalability, and overall efficiency.

Key Duties

• Provide expert-level (L2) support to customers worldwide, tackling complex tickets that require in-depth technical investigation and problem-solving.
• Handle a broad spectrum of technical problems related to APIs, product integrations, and advanced software functionalities.
• Collaborate with Product Managers and Engineering teams to diagnose and resolve customer-reported issues, ensuring compliance with SLAs.
• Identify recurring patterns in support requests and partner with teams to enhance product features and support workflows.
• Continually update your product knowledge to stay current with new features and changes.
• Share expertise and provide guidance to colleagues across Support and other departments.
• Manage communication and follow-ups effectively with SMB to Enterprise clients, prioritizing tasks appropriately.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related discipline, or equivalent practical experience.
• Demonstrated experience in technical support roles, ideally within SaaS environments.
• Solid grasp of APIs, integrations, and fundamental software development concepts.
• Exceptional analytical and problem-solving abilities enabling thorough technical investigations.
• Fluent in English with excellent verbal and written communication skills, capable of explaining complex technical issues to both technical and non-technical audiences. Additional languages such as Dutch, French, or German are advantageous.
• Experience with support ticketing platforms and documentation tools.
• Capacity to work autonomously and as part of a global team across different time zones, managing time efficiently.
• Strong customer orientation with a dedication to delivering outstanding support.
• Proactive mindset with excellent time management, prioritization, and organizational skills.

Additional Information

The position is based in Bangalore, India, within Happiest Minds Technologies, a company specializing in enabling digital transformation through disruptive technologies. This role requires engagement with a diverse, international team and handling support for a variety of customers ranging from small and medium businesses to large enterprises.