Technical Support Engineer

Technical Support Engineer Jobs at BetterWorks Systems, Inc. Technical Support Engineer Bangalore, No. 6/12, Primrose Road, Gurappa Avenue, Bangalore, Karnataka, India. Category: Customer Support Type: Full-time Min. Experience: Some Experience About Betterworks Betterworks is HR software to align, develop, and activate your workforce for business growth. Organizations are able to replace outdated, ineffective, universally loathed annual review processes with powerful Continuous Performance Management programs that help managers be better at the conversations, coaching, and development necessary to inspire and motivate the entire workforce to achieve an organization's top priorities today and be ready for tomorrow's challenges. What You’ll Be Doing We are looking for a Technical Support Engineer to join our Customer Support organization and help deliver an exceptional experience for our customers. In this role, you will support day-to-day customer issues while also serving as a technical escalation point for high-severity and high-impact product issues, including those from Signature Support customers. You will work closely with our Engineering team in India, as well as Product and Customer Success, to diagnose complex issues, identify root cause, document solutions, and improve continuity and quality of support across regions. This is a highly cross-functional role with real influence on product quality and customer satisfaction. Support customer-reported issues through standard support channels as part of daily queue work. Act as an escalation point for high-severity and high-impact customer issues, including Signature Support customers. Troubleshoot and resolve issues involving SSO/SAML, APIs, data syncs, integrations, and platform configuration. Perform deep investigation using logs, system tools, and debugging workflows to identify root cause. Partner closely with Engineering (including our India-based Engineering team) and Product to escalate bugs and track issues through resolution. Clearly document findings, workarounds, and fixes in internal tools and customer-facing knowledge articles. Support incident response for production issues, including customer communication support and post-incident RCA inputs. Improve support processes by identifying patterns and recommending product or workflow improvements. Collaborate with Customer Success and Implementation teams to support enterprise customers during onboarding and ongoing adoption. Contribute to support enablement by mentoring junior support agents and creating troubleshooting playbooks. Leverage AI productivity tools (such as Microsoft Copilot or ChatGPT) to synthesize complex log data, draft technical root-cause analyses, and automate routine documentation tasks. What’ll Help You Be Successful 3+ years of experience in a technical support, support engineering, or similar role within a B2B SaaS environment. Strong troubleshooting and analytical skills with the ability to debug ambiguous issues end-to-end. Experience supporting enterprise or high-impact customers in a multi-tenant SaaS environment. Familiarity with HR tech ecosystems is a plus (HCM platforms, performance management, employee data flows, etc.). Ability to communicate clearly with both technical and non-technical audiences. Strong ownership mindset and ability to drive issues to resolution. Proven experience utilizing AI-assisted workflows to drive operational optimization and reduce mean-time-to-resolution (MTTR). Core Technical Proficiency: Experience with troubleshooting REST APIs, webhooks, JSON payloads, and identity protocols (SSO/SAML, OAuth, SCIM, Identity Providers like Okta/Azure AD), coupled with a working knowledge of SQL and log analysis tools (e.g., Splunk, Datadog). SaaS Infrastructure & Tooling: Understanding of SaaS infrastructure concepts (multi-tenancy, deployments) and familiarity with common ticketing systems (Zendesk, Jira Service Management). Comfort in partnering with engineers and navigating technical documentation is essential. Desired Domain Expertise: Exposure to HRIS integrations (Workday, ADP), performance management workflows (goal setting, feedback cycles), and HR compliance environments. Previous experience in a fast-growing SaaS environment is a plus. What We All Do All employees share the responsibility of being aware of information security risks and adhering to information security policies and procedures. All employees are required to participate in information security awareness and training programs. All employees have a responsibility to handle data in accordance with data classification and handling guidelines. Employees should be aware of the sensitivity of the data they interact with and follow appropriate security measures. All employees have a responsibility of reporting information security incidents in accordance with information security policies and procedures. What Makes Betterworks Unique At Betterworks, we put our people first. To support this, we’ve built a culture and