Senior Technical Support Engineer

DBSync

6d•Remote

About The Position

DBSync is seeking an experienced Senior Technical Support Engineer to provide technical support for its Cloud Replication software and manage enterprise customers across the USA. The role focuses on troubleshooting complex issues and delivering excellent customer service across cloud-hosted, self-hosted, and on-premises environments. The engineer will work from India supporting U.S. enterprise customers during U.S. Central Time business hours, with the listed shift of 6:30 PM IST to 3:30 AM IST.

Requirements

At least 5 years of experience in technical support, software support, enterprise applications, or data integration.
Strong hands-on knowledge of SQL, relational databases, database connectivity, and troubleshooting.
Experience with CRM and ERP systems such as Salesforce, Microsoft Dynamics 365, Microsoft Dynamics 365 Business Central, or similar platforms.
Understanding of data replication, synchronization, ETL/ELT, APIs, and integration concepts.
Practical knowledge of cloud hosting platforms and on-premises infrastructure.
Experience managing enterprise customers, escalations, SLAs, and critical production issues.
Excellent communication, analytical, problem-solving, and customer management skills.
Ability to work independently from India while supporting U.S. enterprise customers during U.S. Central Time business hours.

Nice To Haves

Experience with SQL Server, PostgreSQL, MySQL, Oracle, or other relational databases.
Familiarity with AWS, Microsoft Azure, or other cloud infrastructure.
Knowledge of REST APIs, authentication, networking, firewalls, and connectivity troubleshooting.
Experience with monitoring, incident management, ticketing systems, and remote troubleshooting.
Previous experience supporting SaaS products or enterprise data replication solutions.

Responsibilities

Provide L2/L3 technical support for DBSync Cloud Replication and enterprise data integration solutions.
Manage enterprise customer relationships, troubleshoot technical issues, and ensure timely resolution of support cases.
Diagnose and resolve database connectivity, data synchronization, replication failures, performance, and integration issues.
Support databases, CRM platforms, ERP applications, and related enterprise systems.
Troubleshoot deployments across cloud-hosted, self-hosted, and on-premises environments.
Collaborate with engineering, product, and implementation teams to resolve complex technical issues.
Monitor replication jobs, logs, data flows, and system performance to identify root causes.
Maintain technical documentation, knowledge-base articles, and customer-facing troubleshooting guides.
Proactively communicate incident updates, resolution plans, and recommendations to enterprise clients.
Work with U.S.-based customers during U.S. Central Time business hours and coordinate with internal teams as needed.