[Hiring] Customer Support Engineer @Resilinc

Role Description

The Customer Support Engineer is the single point of contact for internal & external customers and is responsible for providing end-to-end technical support, advice, and assistance on the Resilinc Product. Analysts will generally deal directly with end users and actively communicate answers in a way they can understand. This includes:

• Receiving, prioritizing, documenting, and actively resolving end user help requests.
• Fixing minor code issues, querying various data tables, and analyzing data to respond to requests.
• Raising requests for internal teams to fix problems when necessary.
• Providing answers to end user questions and owning end-to-end customer communication.
• Documenting analysis and resolutions provided on request tracking tools.
• Ensuring the accuracy of resolutions being provided.

What You Will Do

• Handle all requests coming into the Customer Support team through email, chats, phone, and workflow tool in line with the Service Level Agreements.
• Own and resolve L3-level technical issues, including debugging, root cause analysis, and minor code fixes (Java, Python, .NET).
• Record, track, and document the Customer Support request problem-solving process.
• Work closely with Engineering, Data, Product, and module owners to drive issue resolution and bug fixes.
• Drive AI Agent implementation and deployment, ensuring data readiness and resolving issues.
• Troubleshoot and resolve REST API issues and analyze complex system logs.
• Be thorough and detail-oriented in the analysis and evaluation of requests.
• Coordinate product testing during product upgrades and releases.
• Be results-driven and passionate about product, data, and daily tasks.
• Escalate problems to the appropriately experienced analyst, leader, and internal teams.
• Help develop knowledge base articles for team and end users.
• Provide periodic reports and present analysis on status, category, type, and root cause of all requests received.
• Communicate effectively with all levels of leadership from internal and external customers.
• Effectively prioritize and execute tasks in a high-pressure environment.
• Ensure compliance with service agreements and quality standards.

Qualifications

• 3+ years of experience in L3 support level.
• Strong programming languages knowledge in Java, Python, and .NET with hands-on debugging experience.
• Ability to analyze and derive insights from complex logs and architecture.
• Solid understanding of REST APIs, integrations, and related issue resolution.
• Knowledge of LLMs and AI frameworks such as LangChain, LangGraph, LangSmith, OpenAI, and Databricks.
• Strong proficiency in SQL and database concepts, including writing complex queries.
• Experience with support tools (Freshdesk, Zendesk, etc. or any similar tool) preferred.
• Excellent analytical, problem-solving, and communication skills (written + verbal).
• Ability to work in a fast-paced, collaborative environment with flexible/rotational hours (mostly US hours).
• Proficient in all MS Office applications.

What Will Make You Stand Out

• Highly self-motivated and directed.
• Keen learner with the ability to absorb and retain information quickly.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• Adaptable to work under a dynamic environment.
• Ability to conduct research into a wide range of computing issues.
• Ability to present ideas in user-friendly language.
• Proven analytical and problem-solving abilities with exceptional customer service orientation.
• Team player who works well in a collaborative environment.
• Comfortable with US working hours, on-call weekend support, and holiday support on a rotational basis.

Benefits

• Opportunity to work on cutting-edge AI-driven support capabilities.
• High ownership role with exposure to Support, Engineering, Product, Data, and Infrastructure teams.
• Chance to solve complex real-world customer problems beyond traditional support boundaries.
• Collaborative and fast-paced environment where your ideas and technical expertise directly influence customer experience.
• Opportunity to build deep expertise in AI, SaaS platforms, APIs, databases, and modern support engineering practices.
• A culture focused on continuous learning, innovation, and customer impact.