{"id":2902580,"url":"https://alion.io/job/dyadtech-support-engineer-us","title":"Support Engineer (US)","company":{"id":2263593,"name":"Dyadtech","domain":"dyadtech.com","url":"https://alion.io/company/dyadtech","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Ahmedabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":18500,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":688},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":".NET","optional":false},{"name":"Agile","optional":false},{"name":"Angular","optional":false},{"name":"C#","optional":false},{"name":"CI/CD","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Git","optional":false},{"name":"Rest API","optional":false},{"name":"SOAP","optional":false},{"name":"SQL","optional":false},{"name":"Vue.js","optional":false},{"name":"JavaScript","optional":true},{"name":"TypeScript","optional":true}],"status":"live","first_seen_at":"2026-04-23T06:01:12Z","employer_posted_date":"2026-04-23","last_verified_at":"2026-10-20T16:24:04Z","board_verified":true,"closed_at":null,"days_open":180,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":180},"description":"ABOUT DYAD\nDyad delivers software and services that simplify insurance processing and distribution. We are redefining how insurance technology is built-not just through better software, but through fundamentally different ways of building it.\nOur Engineering and Support organizations are rapidly evolving toward an AI-first operating model. We actively use Claude as a core development and troubleshooting partner and are adopting the AI-Driven Lifecycle (AI-DLC) across our teams. For Support, this means we are shifting from manual ticket triage and one-off fixes toward AI-assisted investigation, reproducible remediations, and durable improvements that prevent the next ticket.\nIf you’re excited about working at the intersection of customer impact, deep technical investigation, and next-generation AI-assisted problem solving, this role is for you.\nROLE SUMMARY\nThe Support Engineer is the technical backbone of our customer support escalation path. When an issue is reported to Tier 1 Support and they are unable to resolve it, it is escalated to you. You have direct access to the production database and the source code, and you are expected to solve problems at a level of sophistication well beyond surface-level configuration.\nYou will diagnose issues by reading code, querying data, and reproducing problems in lower environments. You will apply data fixes where appropriate, and contribute code changes back into the product codebase to permanently resolve recurring issues. When a problem requires deeper architectural change or sits clearly inside a product team’s area of ownership, you will partner with and escalate to the Engineering team responsible for that area.\nAdditionally, you will be the technical expert who works with customers and third parties to implement API integrations, educates interested parties on data integration and reporting, and provides technical solution guidance.\nThis role sits between Tier 1 Support and Engineering. You are the person who turns “something is broken” into either a verified fix, a defensible data correction, or a precise, reproducible escalation that engineering can act on immediately.\nKEY EXPECTATION:\nSupport Engineers are expected to leverage AI tools (e.g., Claude) as a primary partner for log analysis, code reading, query construction, fix authoring, and customer communication, while maintaining full ownership of correctness, data integrity, and customer outcomes.\nWHAT YOU’LL DO\nTier 2 Issue Resolution\nOwn escalations from Tier 1 Support: take in the ticket, reproduce the issue, and drive it to resolution.\nInvestigate issues by reading product source code, tracing requests across services, and inspecting production data.\nAuthor and apply targeted data fixes against the database when an issue is data-related, following safe-change practices (review, backup, rollback plan).\nContribute code changes into the product codebase to fix defects you have diagnosed, with appropriate tests and review.\nDetermine when an issue exceeds Tier 2 scope and escalate to the responsible Engineering team with a clear reproduction, root-cause hypothesis, and supporting evidence.\n\nAI-Driven Investigation & Remediation\nUse Claude and other AI tools as a primary interface for log triage, stack trace analysis, query drafting, and code-change generation.\nApply AI-DLC practices: structured prompting, iterative refinement, validation loops, and review of AI-generated SQL and code before it touches customer data.\nContinuously improve personal and team-level AI playbooks for the most common escalation patterns.\nShift effort from repetitive manual triage to problem framing, hypothesis testing, and validation of AI-generated output.\n\nCustomer Impact & Communication\nPartner with Tier 1 Support, Customer Success, and customers directly when needed to confirm symptoms, validate fixes, and communicate status.\nTranslate technical findings into clear, non-defensive customer-facing explanations.\nMaintain ownership of escalated tickets through resolution, including verification with the reporter.\n\nTechnical Guidance and Solution Design\nProvide partners and customers with API usage and integration guidance.\nWork with internal solution designers to ensure correct workflow implementations and to identify gaps/best practices.\nEnsure that documentation for integration tools and techniques is maintained and kept up to date.\n\nCodebase & Data Stewardship\nWork within large, existing codebases-making them more observable, debuggable, and resilient as a side effect of resolving real customer issues.\nTreat every escalation as a signal: identify recurring patterns and propose product fixes, monitoring, or runbook improvements.\nApply database changes with discipline-scripted, reviewed, reversible, and logged.\n\nEngineering Partnership\nBuild strong working relationships with the product Engineering teams who own each area of the platform.\nHand off escalations to Engineering with reproductions, isolated test cases, and clear acceptance criteria.\nFeed support insights back into engineering planning to reduce future escalations.\n\nQuality & Ownership\nValidate AI-generated SQL and code for correctness, blast radius, and long-term maintainability before applying.\nEnsure code contributions include appropriate unit and regression tests.\nMaintain accountability for customer outcomes-not just ticket closure.\nActively track and report on Tier 2 operating metrics\n\nMETRICS FOR SUCCESS (CORE EXPECTATIONS)\nResolution & Throughput\nResolve a high percentage of Tier 1 escalations within Tier 2 (target: >70% resolved without engineering escalation).\nMeet or exceed agreed SLAs for response, investigation, and resolution time.\nDemonstrate increasing throughput via effective AI leverage (not just hours).\n\nQuality & Reliability of Fixes\nMaintain a low rate of regressions or repeat tickets caused by Tier 2 fixes (Zero customer-impacting incidents caused by data fixes applied by Tier 2.\nCode contributions land with green tests and pass standard code review on the first or second iteration.\n\nEscalation Quality\nEscalations to Engineering include reproduction, root-cause hypothesis, affected scope, and suggested fix area.\n>90% of escalations are accepted by Engineering without bouncing back for missing information.\n\nAI Leverage & Productivity\nUse AI tools (Claude and the AI-PDLC) as the primary partner for investigation, query authoring, and code-fix drafting (target: 95%+ of code/SQL drafted with AI assistance).\nDemonstrate effective prompt construction, iteration, and refinement.\nShow measurable improvement in mean time to resolution (MTTR) through AI usage.\n\nCustomer Experience\nMaintain a high CSAT/quality score on handled escalations.\nCommunicate clearly, set accurate expectations, and follow through to verified resolution.\n\nContinuous Improvement\nConvert recurring escalations into permanent product fixes, monitors, or runbooks.\nContribute to shared support knowledge base, AI playbooks, and engineering standards.\n\nREQUIRED SKILLS & EXPERIENCE\nAI-Forward Support Mindset\nExperience using AI tools (e.g., Claude, Copilot, etc.) for investigation, query writing, code generation, and customer communication drafting.\nComfort generating a majority of SQL and code fixes through AI and validating/refining outputs before applying them to production.\nAbility to decompose ambiguous customer reports into clear hypotheses, prompts, and constraints.\n\nTechnical Skills\nStrong SQL skills, including the ability to read and write production-grade queries against SQL Server, investigate data anomalies, and author safe data-correction scripts.\nSolid fundamentals in C# and .NET (all versions), enough to read existing code, trace logic, and contribute targeted bug fixes.\nFamiliarity with Angular, Vue, and/or other modern frontend patterns sufficient to investigate UI-layer issues.\nExperience with REST/SOAP APIs, JSON/XML, log analysis, and system integrations.\nComfort working in large legacy codebases and improving them incrementally.\nWorking knowledge of Git-based workflows, CI/CD pipelines, and Agile delivery.\n\nSupport & Engineering Discipline\nStrong debugging and problem-solving skills; able to reason about complex systems and trace issues across layers (UI → API → service → database).\nDisciplined approach to production data changes: scripted, reviewed, reversible, logged.\nExcellent written and verbal communication; able to explain technical findings to both customers and engineers.\nCalm under pressure; able to prioritize across multiple active escalations.\nCommitment to code quality, testing, and secure coding practices, even in fix-forward situations.\n\nExperience & Education\n3+ years of experience in a technical support, application support, or software engineering role with direct customer-issue ownership.\nDemonstrated experience working with production databases and contributing code into a shared product codebase.\nBachelor’s degree in Computer Science or related field (or equivalent experience).\n\nWHY THIS ROLE IS DIFFERENT\nYou will work on real, revenue-critical systems and real customer problems-not synthetic tickets.\nYou will have first-class access to the codebase and the database, and the authority to fix things, not just route them.\nYou will help define how AI changes technical support in practice, moving from “closing tickets” to “engineering durable resolutions.”\nYou will operate as a true bridge between Customer Success and Engineering, with influence on both sides.\nYou will join a team that is actively evolving its support model-not just talking about it.\n\nCOMPENSATION & BENEFITS\nDyad offers competitive compensation, comprehensive health benefits, 401(k) matching, and a strong focus on work-life balance and inclusive culture.\nEQUAL OPPORTUNITY\nDyad is an Equal Opportunity Employer committed to building a diverse and inclusive workforce.\nWork Shift: US Shift\nContact info : 09925022554 (10 am - 7.30 pm) Monday to Friday\nE-mail : \nWebsite :www.dyadtech.com\nAddress : Dyad Tech Pvt. Ltd (Formerly known I-Engineering Software Pvt. Ltd.)\n4th Floor, President Plaza, Opp. Titanium Square, Thaltej Cross Road,\nS.G. 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