Customer Technical Support Engineer

About the job

Technical Support Engineer

• Function : Customer Success
• Job Location : Whitefield, Bangalore
• Reporting to : Manager- Global Support and Operations.
• Shift timings: US PST (8:00 PM - 5 AM IST)

About Us:Zluri is a next-gen Identity Governance and Administration (IGA) platform that enables IT and security teams to discover identities and applications, streamline access management, and automate access reviewsall from a single, intuitive interface. With Zluri, organisations automate compliance readiness and ensure that the right people have the right access to the right applications at the right time, with minimal time and manual effort. Role Summary:We are seeking a Technical Support Engineer who enjoys working directly with customers to resolve a wide range of technical and product-related issues in a B2B SaaS environment.This role combines hands-on technical troubleshooting with regular customer interaction. You will work across multiple areas of the Zluri platform including integrations, workflows, configurations, and identity- and access-related use cases helping customers successfully use both existing and newly introduced capabilities. You will also partner closely with Engineering, Product, and Customer Success teams to ensure customer issues are resolved effectively, and insights from the field are fed back into the product.

Key Responsibilities

• Work directly with customers to understand issues, gather context, and guide them toward resolution
• Take end-to-end ownership of customer issues, including investigation, communication, escalation, and follow-through until resolution
• Troubleshoot problems across the Zluri platform, spanning integrations, APIs, workflows, configurations, and data flows
• Support customers in using and adopting new and evolving product capabilities, including identity and governance-related features
• Communicate clearly and proactively with customers throughout the support lifecycle, setting expectations and providing updates
• Collaborate with Engineering to debug complex issues and provide clear, actionable problem statements
• Translate customer pain points and recurring issues into meaningful inputs for Product and Engineering teams
• Engage with customers beyond tickets when deeper investigation or collaboration is required (e.g., calls, screen shares)
• Create and maintain documentation, troubleshooting guides, and internal runbooks to improve efficiency and customer self-service.

Qualification and Experience