Technical Support Engineer

✨ What you’ll be working on

This role supports an AI intelligence platform used by organizations that need reliable information to respond quickly to emerging risks. As a Technical Support Engineer, you’ll help customers troubleshoot technical problems across APIs, authentication, networks, browsers, and SaaS environments.

It’s a role for someone who enjoys digging into unfamiliar problems rather than working from the same troubleshooting checklist every day.

Through Emapta, you’ll work with an international client, gain exposure to different technologies, and have room to build your technical career while working remotely from India.

What You’ll Be Working On

You’ll handle a broad mix of technical issues, including:

• SSO and authentication problems.
• API and integration issues.
• Network, firewall, proxy, and DNS configuration problems.
• Browser and platform access issues.
• Alert delivery failures across email, mobile, webhook, and API channels.
• Logs and system data that need investigation.
• Customer environments with different technical setups.

The goal isn’t simply to close tickets. You’ll investigate what happened, work toward the root cause, and help get the customer’s system working properly again.

Your Day-to-Day Responsibilities

SSO & Authentication

• Configure and deploy Single Sign-On integrations across enterprise identity providers.
• Troubleshoot authentication failures and login issues.
• Investigate platform access and user authentication problems.
• Diagnose browser-related incidents affecting access or functionality.

APIs & Integrations

• Troubleshoot API issues and customer integrations.
• Investigate failed integrations and identify where problems are occurring.
• Debug alert delivery through email, mobile, webhooks, and APIs.

Networks & Customer Environments

• Diagnose issues involving networks, firewalls, proxies, and DNS.
• Investigate problems within customer IT environments supporting SaaS platforms.
• Work across different technical environments rather than focusing on one narrow technology.

Investigation & Troubleshooting

• Analyze logs and system data to spot patterns.
• Investigate unfamiliar technical problems independently.
• Identify root causes and work toward practical solutions.
• Document findings and communicate technical information clearly to customers.

What They’re Looking For

Skills & Experience

• 1–3 years of experience in IT, technical support, or a related technical role.
• Strong troubleshooting skills and the ability to investigate unfamiliar systems.
• Experience troubleshooting APIs and integration issues.
• Strong written English and professional client communication.
• Experience with ticketing and productivity tools such as Salesforce, Zendesk, Jira, Google Workspace, or Slack.

Experience That Can Help

You don’t need to be an expert in everything, but experience in any of these areas would be useful:

• Identity and Access Management (IAM).
• Single Sign-On (SSO) and authentication systems.
• User access management.
• Network infrastructure, firewalls, proxies, and DNS.
• Corporate IT environments supporting SaaS platforms.
• Cybersecurity tools, SIEM platforms, and threat intelligence.
• Web support and browser troubleshooting.
• Inspecting network requests and supporting API integrations.
• Basic database administration and queries.
• Log analysis.

The Kind of Person They’re Looking For

This remote technical support engineer job in India is better suited to someone who likes figuring things out.

You may not always know the answer when a ticket lands in your queue. What matters is being willing to investigate, ask the right questions, follow the evidence, and keep going until you understand the problem.

The role values:

• A strong troubleshooting mindset.
• Curiosity about how systems work.
• Independence when investigating technical issues.
• Adaptability across different technologies.
• The ability to learn quickly.
• Clear and professional customer communication.

Schedule

This is a rotating shift position with consecutive days off.

You’ll need to be available for assigned shifts, including:

• Weekends when required.
• On-call rotations based on business needs.

Benefits & Perks

Emapta offers a range of benefits and development opportunities, including:

• Competitive compensation package.
• Medical and life insurance.
• Work-from-home setup.
• Government and Emapta benefits.
• Employee engagement activities.
• Mentorship and exposure to global leaders and teams.
• Diverse and supportive work culture.
• Transparent performance management.
• Access to Emapta Academy courses for continued upskilling.

About Emapta

Emapta connects professionals in India with international companies and global teams.

The company says it works with more than 1,200 international clients and has built its business around long-term partnerships, professional development, and remote career opportunities.

For someone looking to gain international experience without relocating, this can be an opportunity to work with global technology teams while staying in India.

Is This Job a Good Fit?

If you’re comfortable troubleshooting APIs, authentication, networks, or SaaS platforms and you’re the type of person who enjoys chasing down a problem until you find the answer this role could be a good match.

It’s especially interesting for technical support professionals who want to move beyond basic ticket handling and build broader experience across SSO, cybersecurity, networking, APIs, and cloud-based platforms.