Job Information
Eptura, Inc Associate Technical Lead in Gurugram, India
Department
Support
Employment Type
Full Time
Location
India
Workplace Type
Onsite
Shape the Future of Work with Eptura
At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
Job Description
As an Associate Technical Lead, you need to excel at customer service and technology. You are responsible for working with clients, answering support requests by phone, email, and in-app communication channels. We have a hands-on culture and expect you to roll up your sleeves and help tackle any problem that stands in the way of customers’ success. To do this, you will learn how to use and configure our software and will also learn about our clients’ more complex needs and business processes. You will be expected to use this knowledge to effectively take ownership of advanced support requests and see them through to resolution. While many requests are handled individually, Customer Support is a highly collaborative team, and you will frequently work with and learn from your team members, while also escalating tickets to development teams and others.
Responsibilities
Act as a subject-matter expert (SME) to resolve advanced system, application configuration, and technical issues.
Develop deep knowledge of Eptura products, integrations, and configurations.
Communicate complex ideas effectively while engaging with global customers to diagnose and resolve issues.
Analyze and monitor complex problems across cloud infrastructure and software using advanced tools and techniques.
Identify patterns, root causes, and broader implications beyond immediate issues.
Report bugs, enhancements, and automation opportunities to Engineering and CloudOps teams.
Build strong collaborative relationships across functional teams to deliver seamless customer support.
Create and maintain knowledge base articles and internal documentation.
Recommend and support process improvements to enhance efficiency and customer experience.
Provide guidance, mentoring, and oversight to other support engineers.
Maintain accuracy of information and updates in ticketing systems for all incidents.
Generate innovative solutions aligned with long-term team and organizational goals.
Configure supported hardware/software components as required.
Utilize advanced product knowledge and expertise in Azure, APIs/Webhooks, SQL, SAML, SSO, Android/iOS, and cloud environments.
Collaborate with cross-functional management to align on support goals and propose solutions.
Work across departments to deliver an exceptional customer experience at every touchpoint.
About You
Customer Service & Communication
Excellent verbal, written, and presentation communication skills.
Ability to consult and influence customers and colleagues at all levels.
Experience mentoring and motivating support teams to achieve strong performance.
Proven ability to drive high customer satisfaction.
Technical Expertise
5+ years of experience in SaaS technical support.
Advanced knowledge of SQL Server, Azure, SSO, SAML, APIs, and cloud-based systems.
Deep expertise in multiple technical domains.
Experience troubleshooting web applications built on Microsoft technologies.
Hands-on experience with Azure App Insights, SQL querying, log analysis, and client-side investigation.
Strong knowledge of system configuration for supported products.
Experience working in data center hosted and cloud environments.
Web API troubleshooting experience and strong SQL DML skills.
Familiarity with ITIL best practices.
Proficiency with support ticketing systems such as JIRA and Salesforce Service Cloud.
Flexibility with rotational shifts, weekend on-call, and 24/7 global support operations.
Collaboration & Problem-Solving
Experience working closely with Engineering and Product teams.
Strong understanding of change management and process improvement.
Nice to have: Experience troubleshooting third-party network issues.
Attributes
Passionate about delivering exceptional customer experiences.
Proactive, positive, and resilient mindset.
Enjoys complex challenges and solving difficult problems.
Collaborative, supportive, and committed to team success.
Benefits
Health insurance fully paid–Spouse, children, and Parents
Accident insurance fully paid
Flexible working allowance
25 days holidays
7 paid sick days
13 public holidays
Employee Assistance Program
Eptura Information
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Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.