Technical Customer Support Engineer II – Product-Based IT Company – Remote

Position: Technical Customer Support Engineer II (Technical Solutions / Support) Location: Remote (India) Experience: 5+ Years Key Responsibilities Serve as the primary point of contact for customer technical issues and product-related queries. Troubleshoot and resolve complex technical issues for enterprise SaaS applications. Analyze application logs, SQL queries, and API responses to identify and resolve problems. Work with REST APIs, Postman, Kibana, and Grafana for troubleshooting and diagnostics. Collaborate with Engineering, Product, QA, and Customer Success teams to resolve customer issues. Manage incidents, escalations, and SLA commitments through JIRA or similar ticketing systems. Document technical issues, solutions, and knowledge base articles. Explain technical concepts clearly