Technical Support Engineer

Technical Support Engineer Location: India, Remote Experience: 3-5 Years Algoworks www.algoworks.com About the company Algoworks is an award-winning artificial intelligence, engineering services and experience transformation firm with offices across the United States, Europe, South America and India. We bring together a global team of engineers, architects, designers, researchers and operators united by rigor, accountability and a commitment to delivering measurable results.   For over 20 years, Algoworks has partnered with Fortune 500 organizations across the Americas, Europe and Asia to define, build and run technology that drives meaningful business outcomes. Our work combines human-centered design, engineering excellence and AI-powered capabilities to solve complex challenges with clarity and precision. Innovation, particularly in the responsible application of AI, is embedded in how teams approach problem-solving and continuous improvement.   At Algoworks, growth is continuous and closely tied to impact. Teams collaborate across geographies and disciplines, strengthening outcomes through shared insight and collective expertise. The culture values transparency, open dialogue and an environment where every voice is heard and contribution is recognized.   Through collaboration, accountability and a focus on results, Algoworks operates at the intersection of technology and people, building not only advanced systems but strong global teams that elevate performance and create lasting impact. Follow the video below to know about us! Clipchamp Role overview We are seeking a customer-focused Technical Support Engineer to serve as the primary technical liaison for customers, partners, and internal teams integrating with API ecosystems and iPaaS platforms. This role is critical in ensuring successful API onboarding, production reliability, and rapid issue resolution across customer integrations. The ideal candidate will combine strong API troubleshooting expertise, customer communication skills, and operational ownership to support mission-critical API services. As an early member of this function, the role will also help shape support processes, documentation standards, and operational best practices. Key responsibilities: 1.Customer and integration support Serve as the primary technical contact for customers and partners integrating through APIs or iPaaS solutions. Guide technical teams through API onboarding, staging configuration, testing, and production deployment. Provide proactive technical support to ensure successful customer integrations. 2.API troubleshooting and incident management Diagnose and resolve API-related issues including authentication failures, malformed payloads, latency, routing errors, and timeout issues. Manage escalations for critical production incidents (SEV1/SEV2), including investigation of 4xx/5xx errors and service disruptions. Conduct root-cause analysis and collaborate with engineering teams for resolution. 3.Monitoring and operational excellence Analyze API traffic, logs, and observability data using tools such as Azure Application Insights, Datadog, Splunk, or ELK. Develop runbooks, troubleshooting guides, support documentation, and operational playbooks. Identify recurring issues and contribute to process automation and support improvements. 4.Cross-functional collaboration Work closely with Development, TechOps, and Product teams in a collaborative “tiger team” environment. Create reproducible bug reports and support patch validation and regression testing. Communicate technical issues effectively to both technical and business stakeholders. Required skills and competencies: Strong understanding of RESTful APIs, web services, and integration workflows. Experience with API testing and debugging tools (Postman, Insomnia, cURL). Knowledge of authentication/security protocols including OAuth 2.0, API Keys, JWT, TLS/SSL. Solid understanding of networking fundamentals including DNS, TCP/IP, firewalls, and load balancing. Familiarity with Microsoft ecosystems (.NET / C# fundamentals preferred). Strong troubleshooting and analytical capabilities. Good to have skills: Experience supporting enterprise SaaS or API platforms. Familiarity with iPaaS ecosystems and enterprise integration solutions. Experience contributing to automation initiatives or support tooling improvements. Prior experience in high-growth product or platform environments. Must have skills: Strong expertise in REST APIs, webhooks, JSON/XML payloads, Postman/cURL, OAuth2, JWT, and API security protocols. Proven experience in API troubleshooting, incident management, root-cause analysis, and customer-facing technical support. Hands-on experience with monitoring/logging tools such as Datadog, Splunk, Azure Monitor, or similar platforms. Strong communication, technical documentation, and cross-functional collaboration skills. Desired attributes: Highly customer-focused with strong technical communication skills. Strong ownership mindset and proactive troubleshooting approach. Ability to operate effectively in fast-paced, evolving environments. Detail-oriented with strong process and documentation discipline. Collaborative and solution-oriented mindset. Interview process 2 rounds of discussion.