Associate Technical Lead

Department: Support

Location: India

Description

Shape the Future of Work with Eptura

At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.

Job Description

As an Associate Technical Lead, you will play a crucial role in delivering exceptional technical solutions and support to our clients. You will work closely with global customers, leveraging your advanced knowledge and technical expertise to solve complex challenges, enhance the customer experience, and drive continuous improvement in support processes. While handling both individual and collaborative tasks, you will also guide other team members and escalate critical issues as needed. Your mission is to ensure seamless workflows, efficient resolutions, and the highest standard of customer satisfaction.

Responsibilities

• Provide advanced technical support: Solve system and application configuration issues while becoming a subject matter expert in Eptura products and integrations.
• Stakeholder engagement: Work with global customers to identify, analyze, and address issues related to application usage. Present complex ideas effectively.
• Technical problem analysis: Monitor, investigate, and resolve issues across cloud infrastructure and software using cutting-edge tools and techniques.
• Collaborate cross-functionally: Build strong networks across departments, liaise with internal stakeholders, and escalate software bugs, features, and automation requests to Engineering/CloudOps teams.
• Develop resources: Create knowledge base articles and update internal documentation to facilitate self-help troubleshooting for customers and internal teams.
• Team leadership: Guide and support team members, offering expertise, mentorship, and constructive feedback.
• Hands-on technical expertise: Configure hardware/software components, troubleshoot advanced areas such as Azure, APIs, Webhooks, Android/iOS, SQL, SSO, and SAML.
• Customer experience focus: Work collaboratively across departments to ensure seamless and impactful customer experiences.
  
  

About You

• Customer Service Skills:
  • Strong oral, written, and presentation skills.
  • Proven ability to influence and collaborate with customers and colleagues at all levels.
  • Track record of delivering exceptional customer satisfaction results.
• Technical Expertise:
  • 6+ years of experience supporting SaaS software.
  • Advanced proficiency in Azure, SQL Server, APIs, SSO, SAML, and related technologies.
  • Hands-on expertise in debugging and troubleshooting technical environments (e.g., web APIs, data center/cloud-based systems).
  • Familiarity with ITIL best practices and ticketing systems like JIRA or Salesforce Service Cloud.
• Problem-Solving and Collaboration:
  • High-level familiarity with change management and process improvement practices.
  • Ability to work closely with Engineering and Product teams for case resolution.
  • Exceptional analytical and troubleshooting skills to address complex issues.
• Attributes:
  • Passion for delivering an exceptional customer experience.
  • Proactive mindset with a positive outlook and a collaborative approach.
  • Driven to achieve results and solve challenges while thriving in a fast-paced environment.
    
    

Benefits

• Health insurance fully paid–Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 10 public holidays
• Employee Assistance Program
  
  

Eptura Information

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.