About the role
Senior Technical Support Engineer
Location: Bengaluru
Mode: Hybrid
About Josys
Josys is a modern AI-native identity security and governance platform. Enterprise AI adoption has made identity the fastest-growing attack surface, and the hardest to govern. Josys discovers, governs, and secures every identity - human, machine, and AI agent - across every application in the enterprise, allowing security and IT teams to surface risk, control access, and remediate identity threats in real-time. Trusted by over 1,000 organizations and MSPs worldwide, Josys turns identity from the fastest-growing attack surface into an autonomously governed advantage.
For more information, visit josys.com.
About the Role
We are looking for an experienced Technical Support Engineer to join our growing support organization in India.
This role is focused on resolving complex technical issues for our B2B customers and requires someone who is highly hands-on with debugging and troubleshooting. You will work closely with customers to investigate escalated issues, identify root causes, and drive them through to resolution.
You will also work closely with Engineering and Product teams to investigate product issues, reproduce bugs, and improve the overall customer experience.
What You'll Do
- Own and resolve complex Tier 2 technical support issues from investigation through resolution.
- Troubleshoot and debug customer issues by analyzing logs, API responses, system behavior, configurations, and other technical information.
- Investigate issues independently, identify root causes, and determine the appropriate path toward resolution.
- Reproduce customer issues in test or controlled environments when required.
- Manage technical escalations and ensure issues are properly prioritized, tracked, and driven to closure.
- Work closely with Engineering and Product teams to investigate bugs, identify root causes, and drive technical issues toward resolution.
- Communicate clearly with customers throughout the troubleshooting and resolution process, including explaining technical issues to both technical and non-technical stakeholders.
- Identify recurring issues and work with Engineering and Product teams to improve product quality and reduce repeat problems.
- Create and maintain troubleshooting documentation, knowledge-base articles, and internal support processes.
- Help improve support tools, processes, and troubleshooting playbooks as the team scales.
What We're Looking For
- 3–7 years of experience in technical customer support, technical support engineering, application support, or a similar role.
- Strong experience supporting B2B SaaS products.
- Excellent hands-on debugging and troubleshooting skills. This is the most critical requirement for the role.
- Experience investigating complex technical issues using logs, APIs, system behavior, configurations, and other diagnostic information.
- Strong understanding of REST APIs and integrations, with experience using tools such as Postman or similar.
- Experience with SQL and log analysis or equivalent technical debugging tools.
- Experience working with authentication, SSO, SAML, SCIM, OAuth, or identity-related technologies is highly valuable.
- Experience working closely with Engineering and Product teams to investigate and resolve technical issues.
- Strong customer communication skills and the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Proven experience handling customer escalations and high-priority technical issues.
- Strong analytical and problem-solving skills, with the ability to investigate ambiguous problems and get to the root cause.
- Strong ownership and follow-through, with the ability to manage issues independently from initial investigation through resolution.
- Comfortable working with globally distributed teams and collaborating across different time zones.