Senior Technical Support Engineer

About HyperVerge

HyperVerge is a fast-growing AI company started by IITians with presence in Palo Alto, Irving, Bangalore and Ho Chi Minh. Leading Consumer Lenders, Telcos and Financial Services companies use HyperVerge's Fintech Platform for customer onboarding, identity verification, fraud check and other services.

About the Role

HyperVerge is seeking a seasoned, focused Senior Technical Support Engineer to serve as the primary escalation point and technical expert for one of our enterprise client.

Location: On-site, Mumbai, Maharashtra, India

Responsibilities:

• Incident & Escalation Management: Serve as the owner and final resolution point for all customer issues. Proactively de-escalate tense/tough customer situations and provide concise, executive-level communication.
• Advanced Diagnostics & RCA: Conduct deep-dive Root Cause Analysis (RCA) on recurring and complex production issues. This involves analysing API logs, debugging software, writing SQL queries, and utilising platform monitoring tools (e.g., Grafana, Kibana, Metabase).
• Accountability & Outcome Ownership: Drive customer success metrics by ensuring strict adherence to Response and Resolution SLAs across all critical incidents. Systematically deliver comprehensive Incident Review and Root Cause Analysis (RCA) reports for P1/P2 issues to eliminate recurrence and achieve a consistently high CSAT score.
• Process & Quality Improvement: Proactively identify gaps in support processes, tooling, and documentation. Design, implement, and govern new playbooks, automation scripts, and workflows to enhance team efficiency and resolution quality. Consistently work with engineering team to identify issue patterns and reduce ticket inflow
• Mentorship & Knowledge Sharing: Coach and mentor junior support engineers, conduct technical training sessions, and review their incident reports. Create and maintain comprehensive, detailed documentation for complex resolutions.
• Cross-Functional Advocacy: Act as a technical liaison between the customer and internal teams (Engineering, Product, Integrations) to advocate for timely fixes and champion long-term product improvements.

Must Haves:

• 4–5 years of technical application or product support experience, including managing high-severity P1/P2 incidents and leading customer de-escalation efforts.
• Strong problem-solving and diagnostic skills and understanding of the web ecosystem
• Experience supporting REST API integrations and platform troubleshooting
• Proficiency in at least one programming language - Python, Java, or JavaScript - for reading code, replicating issues, testing, and debugging
• Experience with service desk tools such as JIRA or Freshdesk
• Understanding of data storage technologies such as MongoDB or MySQL
• Basic understanding of networking
• Strong written and verbal communication skills, with the ability to communicate professionally and diplomatically while leading resolution efforts under pressure
• Demonstrated leadership or mentorship experience
• Excellent interpersonal skills and a highly collaborative attitude
• Willingness and flexibility to work from a client site.

Good to Haves:

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Prior experience in a product-based startup and the Fintech/Financial Services domain is highly preferred.