Tier 2 Support Engineer

Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries.

Papaya Global is looking for a highly skilled Tier 2 Support Engineer to elevate our technical support team in India. This role is crucial in strengthening the team’s technical expertise, ensuring high-quality customer service, and acting as a bridge between support, R&D, and product teams.

As a Tier 2 Support Engineer, you will mentor team members, handle complex technical investigations, and collaborate cross-functionally to improve processes and best practices. If you’re an experienced SaaS professional with deep technical knowledge and leadership abilities, this role is for you!

You will:

• Serve as the technical expert for the support teams.
• Provide mentorship, training, and knowledge-sharing sessions to enhance team capabilities.
• Lead complex technical investigations and guide team members on troubleshooting best practices.
• Handle escalated, high-complexity technical cases, ensuring quick and effective resolution.
• Work closely with customers to debug and resolve critical platform issues.
• Develop and maintain knowledge base (KB) articles to enhance self-service support.
• Act as the main liaison between Support, R&D, and Product teams to troubleshoot and resolve technical issues.
• Advocate for customer needs by identifying recurring issues and driving resolutions.
• Guide internal teams on best support practices to improve
• Investigate system logs, database queries, and API communications to diagnose issues.
• Utilize tools like Salesforce, Coralogix, AWS, Slack, GitHub, and Databases for technical analysis.
• Contribute to process improvements and automation initiatives as the role evolves.

Requirements:

• 5+ years of experience in global SaaS technical support (must-have).
• Strong proficiency in SQL, API troubleshooting, and web debugging.
• Experience analysing logs and understanding service-to-service communications in a cloud-based environment.
• Prior experience mentoring or leading technical teams is a big plus.
• Strong ability to communicate complex technical concepts to different stakeholders.
• Experience working cross-functionally with R&D and Product teams.
• Ability to work in a hybrid model
• Passion for customer success and technical problem-solving.