Our users are engineers building production systems. “Have you tried logging out and in again” is an insult. This is a support role with root access to the truth.
Why this role exists
Our users are engineers building production systems. When they open a ticket, “have you tried logging out and in again” is an insult. They need someone who can read the trace, reproduce the failure, and say what is actually happening — including when the answer is “that is our bug, here is the issue, here is the workaround today.”
This is a support role with root access to the truth.
What you’ll own
- Frontline technical support for developers building on Supero — schema design, connectors, RBAC, deployment, MCP, integrations, the generation flow.
- Reproduction. Turning a vague report into a minimal, runnable repro. This single skill is most of the value.
- Escalation with a diagnosis attached. Engineers here take your ticket seriously in direct proportion to how much of the work you have already done — and they are expected to.
- Docs, from the ticket queue. Every question asked twice is a documentation defect. You fix it at the source, in the docs and often in the product’s error message.
- The voice of the user in planning. You will know, before anyone else, which part of the product is quietly failing people.
About the late rotation — read this before you apply
Supporting engineers in the US means somebody in Bengaluru is awake when they are. We are not going to disguise that, so here is exactly what it is and what we provide for it.
The shift. Rotational, with a standard daytime rotation and a later one that overlaps US Pacific business hours. It rotates rather than landing permanently on the same person, and the late rotation carries a shift allowance on top of base. We will give you the exact hours, the rotation frequency and the allowance in writing on the first call - before you invest more time in us, not at offer stage.
Consent, and it is revocable. Nobody goes on the late rotation without giving written consent first, and you can withdraw it. Declining does not affect your application, your appraisal or your progression.
What remote changes, and what it does not. You would work the late rotation from home, so there is no late-night commute to arrange — which removes the single biggest risk in shift work. What does not change: the consent is written and revocable, the rotation is real, the allowance is paid, and our Internal Committee under the POSH Act 2013 is standing and reachable from day one.
What we look for
- 2+ years in technical support, solutions engineering, or an engineering role with real customer contact.
- You can code. Python or JavaScript, enough to read a stack trace, write a repro script, and call an API from a terminal without a GUI.
- SQL and API literacy — you can read a schema and a request/response pair and form a hypothesis.
- Writing under pressure. Clear, calm, specific, and never falsely reassuring.
Where this goes
Support here is a route into solutions engineering, developer experience or the platform team — not a terminal track. Two things get you there: reproductions nobody argued with, and docs that stopped the ticket from being filed again.