{"id":2322728,"url":"https://alion.io/job/twenty5-technical-product-support-engineer","title":"Technical Product Support Engineer","company":{"id":4414703,"name":"Twenty5","domain":"twenty5.com","url":"https://alion.io/company/twenty5-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"contractor","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"ET","utc_offset_min":-5,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"GCP","optional":false},{"name":"Jira","optional":false},{"name":"SQL","optional":false},{"name":"CI/CD","optional":true},{"name":"Confluence","optional":true}],"status":"live","first_seen_at":"2026-10-12T03:28:17Z","employer_posted_date":null,"last_verified_at":"2026-10-12T03:28:17Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"This is a remote position.Location:India | Fully remoteEngagement:Independent contractorCompensation:Paid in USDWorking schedule:Hours aligned with customer needs; evening or overnight support may occasionally be requiredAbout the role\nTwenty5 is seeking a hands-on Technical Product Support Engineer to help customers troubleshoot issues and get the most from our SaaS products.You will own support cases, use SQL to investigate product and data issues, and partner with engineering to resolve complex problems. This role suits someone who takes initiative, communicates clearly, and can move an investigation forward independently.Required qualificationsCandidates must meet all of the following requirements:\nAt least 3 years of hands-on technical product support experience in a SaaS environment, with demonstrated ownership of customer issues through resolution.\n\nProficiency with Jira and Zendesk, or comparable issue-tracking and customer-support tools, including case management, investigation documentation, and escalation tracking.\n\nSolid working knowledge of SQL and database querying, with the ability to independently write queries to investigate data discrepancies, validate application behavior, and diagnose product issues.\n\nExcellent written and verbal communication skills, including the ability to explain technical findings and next steps clearly to customers.\n\nA customer-first mindset, with a commitment to timely follow-through and practical solutions.\n\nA technical, self-driven, and proactive approach, including the ability to investigate unfamiliar issues, identify next steps, and escalate with supporting evidence.\n\nAbility to work independently in a fully remote setting, manage priorities, and collaborate effectively with distributed teams.\n\nFlexibility to work evening occasionally or overnight hours in Indiawhen customer needs require support during US Eastern Time hours.\n\nExposure to AWS, Microsoft Azure, or Google Cloud Platform, with the ability to explain how you have used cloud services or environments in your work.\n\nBased in India and willing to work as an independent contractor paid in USD.\n\nGeneral customer service, desktop support, infrastructure support, or software development experience alone does notfulfilthe requirement for hands-on technical SaaS product support.What you’ll do\nOwn customer support cases from initial triage and investigation through resolution.\n\nReproduce reported issues and investigate application behavior, data, logs, and error messages.\n\nWrite and execute SQL queries to diagnose issues, validate findings, and confirm fixes.\n\nInvestigate configuration issues, data discrepancies, integration failures, and potential product defects.\n\nProvide clear customer updates, including findings, workarounds, and next steps.\n\nEscalate complex issues to engineering with reproduction steps, relevant logs, query findings, and customer impact.\n\nWork with engineering and other internal teams to validate fixes and confirm resolution with customers.\n\nMaintain accurate support tickets and investigation notes.\n\nCreate and update troubleshooting guides and knowledge base articles.\n\nIdentify recurring issues and recommend improvements to the product and support process.\n\nProvide occasional evening or overnight support when required by customer needs.\n\nPreferred qualifications\nDevOps experience or familiarity with CI/CD pipelines and deployment processes.\n\nExperience using Confluence or a similar platform for knowledge base management.\n\nExperience as a debug engineer or performing code tracing to investigate application issues.\n\nPreferred qualifications supplement the required qualifications; they do not replace them.Working arrangement and compensationThis is a fully remote independent contractor opportunity for someone based in India. Compensation will be paid in USD, with the rate agreed based on experience and the scope of the engagement.Working hours will be coordinated around customer needs. Evening or overnight availabilitywillbe required to support US customers.The rate, contract duration, working arrangements, invoicing requirements, and payment terms will be confirmed before the engagement begins.How to applySubmit your resume along with a brief response covering:\nYour hands-on SaaS product support experience and the products you have supported.\n\nAn example of a customer issue you investigated using SQL.\n\nThe customer-support and issue-tracking tools you have used.\n\nYour exposure to AWS, Azure, or GCP.\n\nYour availability for occasional evening or overnight customer support.\n\nConfirmation that you are based in India and comfortable with a contractor engagement paid in USD.\n\nOriginally posted on Himalayas","description_format":"text","description_chars":4709,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Predictive Analytics","Construction Management Software"],"lifecycle":[{"event":"open","at":"2026-10-12T06:31:50Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":26,"reasons":["seen:0","win:early"],"computed_at":"2026-10-12T06:55:09Z"},"pay":null,"html_url":"https://alion.io/job/twenty5-technical-product-support-engineer","json_url":"https://alion.io/job/twenty5-technical-product-support-engineer.json","meta":{"generated_at":"2026-10-12T18:11:07Z","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":29282,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"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":4414703},"rest":"https://alion.io/mcp/rest/get_company?id=4414703"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftwenty5-technical-product-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%2Ftwenty5-technical-product-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%2Ftwenty5-technical-product-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/twenty5-technical-product-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftwenty5-technical-product-support-engineer"}]}