Senior Customer Support Engineer

About Position:

This role is for a Technical Customer Support / SaaS Support Engineer who supports external customers using a cloud-based (SaaS) telecom platform. The person will troubleshoot technical issues, analyze logs, APIs, network and connectivity problems, and work closely with internal engineering teams to resolve escalated issues. The role involves 24*7 B2B mission critical support, strong customer communication, and hands-on work with telecom technologies (LTE/5G), cloud systems, and troubleshooting tools.

• Role: Senior Customer Support Engineer
• Location: All Persistent Location
• Experience: 4 to 10 years
• Job Type: Full Time Employment

What You'll Do:

• Provide technical support to external customers and ensure great customer experience
• Troubleshoot SaaS application issues related to software, APIs, connectivity, networks, and file transfers
• Log and track customer issues in the case management system
• Coordinate with internal development teams to resolve escalated issues
• Document processes, FAQs, and share service updates
• Work with cross?functional teams and participate in on?call support

Expertise You'll Bring:

• B2B SaaS technical support with strong customer focus
• Troubleshooting application, network, API, and cloud issues
• Knowledge of LTE/4G/5G, SS7, Diameter, SMPP and carrier networks
• Experience with logs, monitoring, and debugging tools
• Strong customer communication, escalation handling, and documentation
• Comfortable with 24x7 support and on?call rotations

Benefits:

• Competitive salary and benefits package
• Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications
• Opportunity to work with cutting-edge technologies
• Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards
• Annual health check-ups
• Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents

Values-Driven, People-Centric & Inclusive Work Environment:

Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds.

• We support hybrid work and flexible hours to fit diverse lifestyles.
• Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities.
• If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment

Let's unleash your full potential at Persistent - persistent.com/careers

"Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind."