Customer Support Engineer – Night Shift

🕒 May 21

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Resilinc

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2010

🏢 Enterprise

☁️ SaaS

Enterprise • AI • SaaS

Resilinc is a leading provider of supply chain risk management and resiliency solutions. The company uses advanced technologies such as AI for mapping, monitoring, and predictive analytics to offer deep supply chain visibility and risk scoring. With their proprietary data, Resilinc helps businesses ensure continuity by forecasting disruptions and collaborating effectively with global suppliers. They serve industries including aerospace, healthcare, and high-tech manufacturing, providing tools for compliance, business continuity planning, and ESG adherence. Their services cater to various business roles including CEO, CPO, and supply chain resiliency managers.

📋 Description

• Handle all requests coming into the Customer Support team through email, chats, phone and workflow tool in line with the Service Level Agreements • Own and resolve L3-level technical issues, including debugging, root cause analysis, and minor code fixes (Java, Python, .NET) • Record, track and document the Customer Support request problem-solving process, including all successful and unsuccessful decisions made, query used, and actions taken, through to the final resolution • Work closely with Engineering, Data, Product, and module owners to drive issue resolution and bug fixes • Drive AI Agent implementation and deployment, ensuring data readiness and resolving issues such as hallucination, fallback handling, and prompt misinterpretation • Troubleshoot and resolve REST API issues and analyze complex system logs to identify root causes • Be thorough & detail oriented in the analysis & evaluation of a request, methodical and be able to think of alternative routes to problem solving, so as to expedite problem resolution • Coordinate product testing during product upgrades and releases • Be results-driven and passionate about product, data & what you do day-to-day • Escalate problems (when required) to the appropriately experienced analyst, leader and internal teams • Help develop knowledge base articles for team & end users • Provide periodic report & present analysis on status, category, type & root cause of all requests received at Customer Support • Comfortable communicating with all levels of leadership from internal & external customers. Should have strong verbal & written communication skills • Effectively prioritize and execute tasks in a high-pressure environment. Consistently meet deadlines and work well within a team environment • Ensure compliance with service agreements and quality standards, while prioritizing effectively in a high-pressure environment

🎯 Requirements

• 3+ years of experience in L3 support level • Strong programming languages knowledge in Java, Python, and .NET with hands-on debugging experience • Ability to analyze and derive insights from complex logs & architecture • Solid understanding of REST APIs, integrations and related issue resolution • Knowledge of LLMs and AI frameworks such as LangChain, LangGraph, LangSmith, OpenAI, and Databricks • Strong proficiency in SQL and database concepts, including writing complex queries • Experience with support tools (Freshdesk, Zendesk, etc. or any similar tool) preferred • Excellent analytical, problem-solving, and communication (written + verbal) skills • Ability to work in a fast-paced, collaborative environment with flexible / rotational hours (mostly US hours) • Proficient in all MS Office applications

🏖️ Benefits

• Full-stack benefits for health, wealth and wellbeing to keep you thriving.