Senior Technical Support Engineer

• Provide L2/L3 technical support for DBSYNC Cloud Replication and enterprise data integration solutions
• Manage enterprise customer relationships, troubleshoot technical issues, and ensure timely resolution of support cases
• Diagnose and resolve database connectivity, data synchronization, replication failures, performance, and integration issues
• Support databases, CRM platforms, ERP applications, and related enterprise systems
• Troubleshoot deployments across cloud-hosted, self-hosted, and on-premises environments
• Collaborate with engineering, product, and implementation teams to resolve complex technical issues
• Monitor replication jobs, logs, data flows, and system performance to identify root causes
• Maintain technical documentation, knowledge-base articles, and customer-facing troubleshooting guides
• Proactively communicate incident updates, resolution plans, and recommendations to enterprise clients
• Work with US-based customers during 8:00 AM–5:00 PM US Central Time
• Coordinate with internal teams as needed

• 5+ years of experience in technical support, software support, enterprise applications, or data integration
• Strong hands-on knowledge of SQL, relational databases, database connectivity, and troubleshooting
• Experience with CRM and ERP systems such as Salesforce, Microsoft Dynamics 365, Microsoft Dynamics 365 Business Central, or similar platforms
• Understanding of data replication, synchronization, ETL/ELT, APIs, and integration concepts
• Practical knowledge of cloud hosting platforms and on-premises infrastructure
• Experience managing enterprise customers, escalations, SLAs, and critical production issues
• Excellent communication, analytical, problem-solving, and customer management skills
• Ability to work independently from India while supporting US enterprise customers during US Central Time business hours
• Experience with SQL Server, PostgreSQL, MySQL, Oracle, or other relational databases
• Familiarity with AWS, Microsoft Azure, or other cloud infrastructure
• Knowledge of REST APIs, authentication, networking, firewalls, and connectivity troubleshooting
• Experience with monitoring, incident management, ticketing systems, and remote troubleshooting
• Previous experience supporting SaaS products or enterprise data replication solutions