Senior Technical Support Engineer
First seen by Alion on Aug 27, 2026.
Senior Technical Support Engineer
Location : Bangalore, India (IQGeo Global Capability Center).
Reports to : Director of Global Support Operations & Engineering.
Team : Global Customer Support Bangalore Center of Excellence.
Headcount : 4 positions.
About the role :
The Senior Technical Support Engineer represents the highest level of technical expertise within IQGeo's Customer Support organization. Operating from the Bangalore Center of Excellence this role is responsible for resolving the most complex product issues, leading deep technical investigations, and serving as the internal escalation point for the broader support team.
Senior engineers work directly with the Engineering organization on product defects, drive root cause analysis, mentor junior team members, and contribute knowledge content that improves both human and AI-assisted support capabilities. This is a technically demanding and highly impactful role for engineers who thrive on solving hard problems in complex enterprise environments.
Key Responsibilities :
- Serve as the senior technical escalation point for complex and high-priority customer issues across the IQGeo product portfolio.
- Lead deep investigations into product defects, performance issues, integration failures, and cloud infrastructure incidents.
- Collaborate directly with Engineering to reproduce, document, and drive resolution of product-level defects.
- Mentor and coach Technical Support Engineers providing technical guidance, code and log review, and knowledge transfer.
- Author high-quality knowledge articles, troubleshooting runbooks, and AI training content that improve team efficiency and reduce recurring issues.
- Conduct root cause analysis on repeat issues and escalation patterns, contributing insights to product and process improvement initiatives.
- Support the AI enablement strategy by identifying automation opportunities and contributing to knowledge base quality.
- Participate in on-call rotation for critical incident coverage across global time zones.
- Lead technical case reviews and contribute to continuous improvement of support processes and tools.
- Represent the support organization in cross-functional product and engineering discussions as a technical subject matter expert.
Required qualifications :
- 5+ years of experience in technical support, software engineering, or systems engineering for enterprise software.
- Deep troubleshooting expertise across application layers including frontend, backend services, APIs, databases, and cloud infrastructure.
- Strong proficiency with relational databases (PostgreSQL, Oracle, SQL Server) including query writing, log analysis, and schema interpretation.
- Experience with cloud hosting environments (AWS, Azure) including instance diagnostics, networking, and storage troubleshooting.
- Proficiency with REST API testing and debugging (Postman, curl, Swagger).
- Strong scripting or programming skills (Python, JavaScript, or equivalent) for diagnostic and automation tasks.
- Demonstrated ability to communicate complex technical findings clearly to both technical peers and non-technical stakeholders.
- Experience mentoring or coaching junior engineers.
Preferred qualifications :
- Experience with GIS technologies ESRI ArcGIS, QGIS, IQGeo, PostGIS, OGC standards, or geospatial data formats.
- Familiarity with IQGeo's product portfolio or similar network / asset management platforms.
- Knowledge of Kubernetes, Docker, or containerized application environments.
- Experience contributing to knowledge management systems or AI knowledge bases.
- ITIL v4 Foundation or equivalent certification.
Skills
Technical Support, Troubleshooting, Cloud Infrastructure, Cloud Hosting, RDBMS, PostgreSQL, Scripting, REST API, ITIL, GIS, IT Asset Management