{"id":692427,"url":"https://alion.io/job/josys-senior-technical-support-engineer","title":"Senior Technical Support Engineer","company":{"id":678518,"name":"Josys","domain":"josys.com","url":"https://alion.io/company/josys","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":86,"open_postings":13,"ghost_share":0.154,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":94,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":33000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":8},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Postman","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-03T07:58:21Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-10-30T09:34:51Z","board_verified":true,"closed_at":null,"days_open":57,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":55},"description":"Senior Technical Support Engineer\nLocation: Bengaluru\nMode: Hybrid\nAbout Josys\nJosys is a modern AI-native identity security and governance platform. Enterprise AI adoption has made identity the fastest-growing attack surface, and the hardest to govern. Josys discovers, governs, and secures every identity - human, machine, and AI agent - across every application in the enterprise, allowing security and IT teams to surface risk, control access, and remediate identity threats in real-time. Trusted by over 1,000 organizations and MSPs worldwide, Josys turns identity from the fastest-growing attack surface into an autonomously governed advantage.\nFor more information, visit josys.com.\nAbout the Role\nWe are looking for an experienced Technical Support Engineer to join our growing support organization in India.\nThis role is focused on resolving complex technical issues for our B2B customers and requires someone who is highly hands-on with debugging and troubleshooting. You will work closely with customers to investigate escalated issues, identify root causes, and drive them through to resolution.\nYou will also work closely with Engineering and Product teams to investigate product issues, reproduce bugs, and improve the overall customer experience.\nWhat You'll Do\nOwn and resolve complex Tier 2 technical support issues from investigation through resolution.\n\nTroubleshoot and debug customer issues by analyzing logs, API responses, system behavior, configurations, and other technical information.\n\nInvestigate issues independently, identify root causes, and determine the appropriate path toward resolution.\n\nReproduce customer issues in test or controlled environments when required.\n\nManage technical escalations and ensure issues are properly prioritized, tracked, and driven to closure.\n\nWork closely with Engineering and Product teams to investigate bugs, identify root causes, and drive technical issues toward resolution.\n\nCommunicate clearly with customers throughout the troubleshooting and resolution process, including explaining technical issues to both technical and non-technical stakeholders.\n\nIdentify recurring issues and work with Engineering and Product teams to improve product quality and reduce repeat problems.\n\nCreate and maintain troubleshooting documentation, knowledge-base articles, and internal support processes.\n\nHelp improve support tools, processes, and troubleshooting playbooks as the team scales.\n\nWhat We're Looking For\n3-7 years of experience in technical customer support, technical support engineering, application support, or a similar role.\n\nStrong experience supporting B2B SaaS products.\n\nExcellent hands-on debugging and troubleshooting skills. This is the most critical requirement for the role.\n\nExperience investigating complex technical issues using logs, APIs, system behavior, configurations, and other diagnostic information.\n\nStrong understanding of REST APIs and integrations, with experience using tools such as Postman or similar.\n\nExperience with SQL and log analysis or equivalent technical debugging tools.\n\nExperience working with authentication, SSO, SAML, SCIM, OAuth, or identity-related technologies is highly valuable.\n\nExperience working closely with Engineering and Product teams to investigate and resolve technical issues.\n\nStrong customer communication skills and the ability to explain technical concepts clearly to both technical and non-technical audiences.\n\nProven experience handling customer escalations and high-priority technical issues.\n\nStrong analytical and problem-solving skills, with the ability to investigate ambiguous problems and get to the root cause.\n\nStrong ownership and follow-through, with the ability to manage issues independently from initial investigation through resolution.\n\nComfortable working with globally distributed teams and collaborating across different time zones.","description_format":"text","description_chars":3888,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Service & Asset Management"],"lifecycle":[{"event":"open","at":"2026-09-11T01:17:06Z"}],"visa":[],"liveness":{"score":74,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.827,"p_room":0.9,"age_days":56,"expected_fill_days":94,"reasons":["conf:0","win:mid"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/josys-senior-technical-support-engineer","json_url":"https://alion.io/job/josys-senior-technical-support-engineer.json","meta":{"generated_at":"2026-10-30T09:54:06Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":14183,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":678518},"rest":"https://alion.io/mcp/rest/get_company?id=678518"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fjosys-senior-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fjosys-senior-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fjosys-senior-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/josys-senior-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fjosys-senior-technical-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":692427}},{"tool":"search_jobs","arguments":{"company":"josys.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":692427},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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