[Hiring] Senior Support Engineer @ProctorU Inc.

Role Description

At Meazure Learning, we empower universities and credential organizations around the world by providing secure, reliable online proctoring and testing solutions. Our mission is to create seamless, high-quality experiences for test takers, ensuring fairness and integrity in remote assessments.

As Meazure Learning continues to expand its commitment to exceptional customer experience, we are building a Customer Support Engineering team in India. This team will serve as a key technical partner to our customers and internal stakeholders, taking ownership of complex technical issues that require deeper investigation and cross-functional collaboration.

This is a remote position based in India, supporting core business hours from 1 PM – 10 PM; 4 PM – 1 AM IST, Monday through Friday, with flexibility depending on business needs. You will collaborate with global teams and stakeholders across different time zones, contributing to the resolution of complex customer-impacting issues and continuous improvement of our products and support processes.

What You’ll Do

• Technical Support:
  • Provide prompt, accurate, and empathetic technical support to Meazure Learning customers via various channels (e.g., email, chat, phone).
  • Diagnose and troubleshoot basic to intermediate technical issues related to our software applications, web platforms, and associated services.
  • Guide users through step-by-step solutions, provide clear instructions, and explain technical concepts in an easy-to-understand manner.
  • Assist with account inquiries, login issues, password resets, and basic product navigation.
• Issue Resolution & Escalation:
  • Accurately document all customer interactions, troubleshooting steps, and resolutions in our ticketing system.
  • Identify when an issue requires escalation to Engineering or other internal teams, providing thorough documentation for seamless handover.
• Knowledge Base Contribution:
  • Utilize our knowledge base and internal resources to efficiently resolve customer issues.
  • Contribute to the continuous improvement of our knowledge base by suggesting new articles, updating existing content, and identifying common customer pain points.
• Customer Advocacy:
  • Act as a customer advocate, ensuring their feedback and concerns are heard and relayed to relevant internal teams for product and service improvement.
  • Maintain a positive, professional, and patient demeanor in all customer interactions.
• Continuous Learning:
  • Actively participate in training sessions to stay up to date on Meazure Learning products, features, and support best practices.
  • Continuously improve technical skills and product knowledge to better serve our customers.

Qualifications

• Bachelor’s degree in computer science, Engineering, Information Technology, or a related field, or equivalent practical experience.
• 7–10 years of experience in technical customer support, application support, production support, customer engineering, or a similar technical support role, preferably supporting SaaS or web-based applications.
• Strong technical troubleshooting and analytical skills, with the ability to independently investigate complex customer issues, identify patterns, formulate hypotheses, and systematically narrow down the root cause.
• Good understanding of web applications, application architecture, HTTP/HTTPS, networking fundamentals, and common browser/client-side troubleshooting techniques.
• Good understanding of relational databases and SQL, including the ability to write queries, perform joins and filtering, investigate data inconsistencies, and use database information as part of technical troubleshooting.
• Good understanding of REST APIs and API troubleshooting, including HTTP methods and status codes, request/response payloads, headers, authentication/authorization, and JSON. Experience using tools such as Postman or equivalent is preferred.
• Experience using monitoring, logging, and observability tools such as Grafana, Datadog, Splunk, AppSignal, or similar platforms to investigate application and service issues.
• Ability to analyze logs, API responses, database records, monitoring data, and application behavior to determine the likely failure point and distinguish between client-side, application, data, integration, and infrastructure-related issues.
• Demonstrated ability to own technical issues end-to-end, including investigation, troubleshooting, customer communication, resolution, and escalation when required.
• Experience working with Engineering, Product, Customer Success, and other cross-functional teams to resolve complex customer-impacting issues.
• Ability to provide high-quality technical escalations with relevant evidence, troubleshooting performed, findings, reproduction steps, and business/customer impact.
• Understanding of incident management, root-cause analysis, and post-incident documentation is preferred.
• Excellent verbal and written communication skills in English, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
• Strong attention to detail, critical thinking, and structured problem-solving skills.
• Experience with ticketing and case-management platforms such as Zendesk, Jira Service Management, or similar tools.
• Ability to prioritize multiple issues based on customer impact, severity, urgency, and business requirements.
• Experience supporting customers or internal stakeholders across different time zones and working effectively with globally distributed teams.
• Experience creating or improving technical documentation, knowledge-base articles, troubleshooting guides, and support runbooks.
• Demonstrated ability and willingness to mentor junior support engineers and act as a technical escalation point within the team.
• Experience in EdTech, assessment technology, SaaS, or other technically complex software environments is preferred.

Benefits

• Competitive Salary
• Exceptional Benefits
• Professional development
• Remote and hybrid first organization
• Great working environment with a team of exceptional people