
Job Title : Senior Support Engineer
Experience : 5+ Years
Location : Remote
Employment Type : Contract
About the Role :
We are hiring a Senior Support Engineer to provide production support for enterprise data products, APIs, and customer-facing applications supporting a leading telecommunications client. You will be responsible for incident triage, stakeholder communication, issue coordination, and ensuring SLA-driven support while working closely with SRE, Data Engineering, API, ML, and Cybersecurity teams.
Mandatory Skills :
Technical Support, Production Support, Incident Management, ServiceNow/Jira Service Management, SQL, Postman, REST APIs, ITSM, SLA Management, Troubleshooting, Stakeholder Management
Key Responsibilities :
- Monitor and triage production incidents across APIs, web portals, and data platforms.
- Perform initial troubleshooting using logs, SQL, and API testing tools.
- Log, prioritize, and track incidents using ITSM tools.
- Coordinate with engineering teams for issue resolution and follow up until closure.
- Communicate incident status, resolution timelines, and maintenance updates to stakeholders.
- Maintain support documentation, runbooks, FAQs, and knowledge base.
- Identify recurring issues and recommend long-term improvements.
Required Skills :
- 5+ years of experience in Technical Support, Production Support, or Service Desk.
- Strong experience with Incident Management and SLA-driven support.
- Hands-on experience with ServiceNow, Jira Service Management, or similar ITSM tools.
- Working knowledge of SQL, REST APIs, and Postman/API testing.
- Excellent troubleshooting, communication, and stakeholder management skills.
- Understanding of data privacy and enterprise support processes.
- ITIL Foundation Certification is a plus.
Why Join Us ?
- 100% Remote Opportunity
- Work with a leading global telecommunications client.
- Collaborate with cross-functional teams including SRE, Data Engineering, ML, API, and Cybersecurity.
- Opportunity to support enterprise-scale data platforms and mission-critical applications.

About NeoGenCode Technologies Pvt Ltd
About
Welcome to Neogencode Technologies, an IT services and consulting firm that provides innovative solutions to help businesses achieve their goals. Our team of experienced professionals is committed to providing tailored services to meet the specific needs of each client. Our comprehensive range of services includes software development, web design and development, mobile app development, cloud computing, cybersecurity, digital marketing, and skilled resource acquisition. We specialize in helping our clients find the right skilled resources to meet their unique business needs. At Neogencode Technologies, we prioritize communication and collaboration with our clients, striving to understand their unique challenges and provide customized solutions that exceed their expectations. We value long-term partnerships with our clients and are committed to delivering exceptional service at every stage of the engagement. Whether you are a small business looking to improve your processes or a large enterprise seeking to stay ahead of the competition, Neogencode Technologies has the expertise and experience to help you succeed. Contact us today to learn more about how we can support your business growth and provide skilled resources to meet your business needs.
Candid answers by the company
IT & Engineering Talent Staffing
- Provides full-time and contract-based hiring, delivering handpicked, pre‑screened developers across tech stacks—ranging from web, mobile, AI/ML, Web3/blockchain.
- Maintains a bench o vetted candidates, offering fast delivery of interview-ready profiles—often within 24 hours.
- Offers payroll management, handling compliance, tax, attendance, and documentation for both contractors and full-time employees.
2. End-to-End Project Delivery
- Delivers full-stack development solutions: web, mobile, cloud, AI/ML, Blockchain/Web3.
- Manages entire project lifecycle—requirements gathering, design (UI/UX), development, deployment, and ongoing support .
3. Additional Offerings
- Expands into cybersecurity consulting, digital marketing, and cloud platform services (like AWS, GCP, Azure) .
- Provides strategic IT consulting to align technology solutions with business objectives
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Performance benefits & Incentives







