Tier 2 Support Engineer

Papaya Global is a rapidly growing, award-winning B2B tech unicorn with a mission to revolutionize the payroll and payments industry. With over $400M raised from top-tier investors, our innovative technology provides a comprehensive solution for managing global workforces, from hiring and onboarding to managing and paying employees in over 160 countries. Papaya Global is looking for a highly skilled Tier 2 Support Engineer to elevate our technical support team in India. This role is crucial in strengthening the team’s technical expertise, ensuring high-quality customer service, and acting as a bridge between support, R&D, and product teams. As a Tier 2 Support Engineer, you will mentor team members, handle complex technical investigations, and collaborate cross-functionally to improve processes and best practices. If you’re an experienced SaaS professional with deep technical knowledge and leadership abilities, this role is for you! You will: Serve as the technical expert for the support teams. Provide mentorship, training, and knowledge-sharing sessions to enhance team capabilities. Lead complex technical investigations and guide team members on troubleshooting best practices. Handle escalated, high-complexity technical cases, ensuring quick and effective resolution. Work closely with customers to debug and resolve critical platform issues. Develop and maintain knowledge base (KB) articles to enhance self-service support. Act as the main liaison between Support, R&D, and Product teams to troubleshoot and resolve technical issues. Advocate for customer needs by identifying recurring issues and driving resolutions. Guide internal teams on best support practices to improve Investigate system logs, database queries, and API communications to diagnose issues. Utilize tools like Salesforce, Coralogix, AWS, Slack, GitHub, and Databases for technical analysis. Contribute to process improvements and automation initiatives as the role evolves. Requirements: 5+ years of experience in global SaaS technical support (must-have). Strong proficiency in SQL, API troubleshooting, and web debugging. Experience analyzing logs and understanding service-to-service communications in a cloud-based environment. Prior experience mentoring or leading technical teams is a big plus. Strong ability to communicate complex technical concepts to different stakeholders. Experience working cross-functionally with R&D and Product teams. Ability to work in a hybrid model (India-based). Passion for customer success and technical problem-solving.

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