Senior Technical Support Engineer

Hiring for - Emergent

Emergent builds autonomous coding agents that replace traditional software development by generating, testing, and deploying production applications directly from plain-language intent. Our systems run in production at global scale and are used to build millions of real applications.

Since public launch, Emergent has reached $100M ARR in 8 months. 6M+ users across 190+ countries have built 6.5M+ applications on Emergent. We've raised $100M+, backed by Khosla Ventures, SoftBank, Google, Lightspeed, Prosus, Together, and Y Combinator.

We're solving the hard part of AI-driven software creation: correctness, reliability, security, and scale in real production systems. The team is built by repeat founders, Olympiad medalists, IIT & IIM alumni, and leaders from Google, Amazon, and Dropbox.

We're hiring builders who want ownership, speed, and impact at global scale.

Work Mode - WFO , 6 Days/week

Location - Bangalore

What You'll Do:

Lead and empower a high-performing team of support professionals handling both technical and non-technical tickets

Build scalable support processes that improve throughput and reduce manual intervention, including automation of repetitive workflows through scripting

Monitor and improve SLAs, response times, and customer satisfaction metrics by introducing data-driven improvements

Collaborate closely with engineering and product teams to identify recurring issues, implement preventive fixes, and enhance product stability

Mentor and upskill your team through technical coaching, process reviews, and hands-on problem-solving

Continuously optimize operational efficiency by leveraging automation, analytics, and best practices to handle increasing ticket volumes effectively

Own the support strategy from tooling and metrics to workflows and knowledge base development

What We're Looking For:

8+ years of experience, including 3+ years of team leadership or people management

Good understanding of backend and frontend technologies (Python, SQL, React.js, MongoDB)

Proven experience in SaaS or AI-driven products with a passion for solving user-facing challenges in fast-paced environments

Demonstrated ability to analyze data, identify patterns, and implement long-term, scalable solutions

Exceptional problem-solving, debugging, and process-design skills

A hands-on leader who's comfortable jumping into technical issues when needed and guiding the team toward excellence

Lead and empower a high-performing team of support professionals handling both technical and non-technical tickets

Build scalable support processes that improve throughput and reduce manual intervention, including automation of repetitive workflows through scripting

Monitor and improve SLAs, response times, and customer satisfaction metrics by introducing data-driven improvements

Collaborate closely with engineering and product teams to identify recurring issues, implement preventive fixes, and enhance product stability

Mentor and upskill your team through technical coaching, process reviews, and hands-on problem-solving

Continuously optimize operational efficiency by leveraging automation, analytics, and best practices to handle increasing ticket volumes effectively

Own the support strategy from tooling and metrics to workflows and knowledge base development.