# Support Engineer - Software

**Company:** [Abacus AI](https://zerogtalent.com/ai-companies/abacus-ai)
**Location:** Chennai, Tamil Nadu, India
**Work mode:** On-site
**Seniority:** Mid
**Employment type:** Full Time
**Category:** Engineering
**Department:** SW Dev & DevOps
**Listed:** 2026-09-28

[View and apply on Zero G Talent](https://zerogtalent.com/ai-jobs/abacus-ai/support-engineer-software-8006433003)

## What you'll do

- Provide L2/L3 technical support for enterprise/SaaS applications
- Troubleshoot application, database, API, and integration issues
- Analyze logs, reproduce defects, identify root causes
- Manage incidents per SLAs and escalate to Engineering
- Support deployments, upgrades, and release validation

## What you need

- 2-5 yrs technical support or software engineering experience
- Experience supporting enterprise/SaaS applications
- Strong understanding of client/server architecture, REST APIs, networking
- Proficiency with SQL databases and query writing
- Familiarity with Windows/Linux and ticketing systems (Jira, ServiceNow)

## Job description

**Job Description** 

**Job Title:** **Support Engineer – Software**

**Overview:**

We are seeking a **Support Engineer – Software** to provide technical support for enterprise software applications. The role will troubleshoot application, database, API, and integration issues while working closely with Engineering, Product, DevOps, and Customer Success teams.

  

**Roles & responsibility:**

  

-   Provide L2/L3 technical support for enterprise and SaaS applications.
-   Troubleshoot application, database, API, integration, and system issues.
-   Analyze logs, reproduce defects, identify root causes, and provide solutions or workarounds.
-   Manage incidents and service requests according to SLAs.
-   Escalate complex issues to Engineering with detailed technical analysis.
-   Collaborate with Development, QA, Product, and DevOps teams on production issues.
-   Support deployments, upgrades, patches, and release validation.
-   Maintain troubleshooting guides, knowledge articles, and technical documentation.
-   Monitor application health and identify recurring issues.
-   Participate in on-call support as required.

**Qualifications**

  

-   Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent professional experience.
-   2–5 years of experience in technical support, application support, software engineering, or IT operations.
-   Experience supporting enterprise or SaaS applications.
-   Strong understanding of client/server architecture, web applications, REST APIs, and networking fundamentals.
-   Experience working with SQL databases and writing basic to intermediate SQL queries.
-   Familiarity with Windows and Linux operating systems.
-   Experience using ticketing systems such as Jira, ServiceNow, Zendesk, or similar platforms.
-   Excellent troubleshooting, analytical, and critical thinking skills.
-   Strong written and verbal communication skills.
-   Ability to prioritize multiple issues in a fast-paced environment while maintaining a high level of customer service.
-   Willingness to work in a 24/7 environment

**Preferred skills & experience**

-   Experience with AWS, Azure, or Google Cloud.
-   Knowledge of Docker, Kubernetes, CI/CD, and DevOps practices.
-   Experience with monitoring tools such as Splunk, Datadog, Grafana, or New Relic.
-   Basic scripting knowledge in PowerShell, Bash, or Python.
-   Familiarity with authentication protocols such as OAuth, SAML, or LDAP.
-   ITIL Foundation certification is a plus

## Other open roles at Abacus AI

- [Sr. Analyst, Enterprise Service Desk](https://zerogtalent.com/ai-jobs/abacus-ai/sr-analyst-enterprise-service-desk-8200996003) — Newark, New Jersey, United States
- [Client Technology Staging Associate](https://zerogtalent.com/ai-jobs/abacus-ai/client-technology-staging-associate-8200978003) — Orlando, Florida, United States
- [Technician, Site Services](https://zerogtalent.com/ai-jobs/abacus-ai/technician-site-services-8196399003) — Dubai, Dubai, United Arab Emirates
- [Engineer, Enterprise Service Desk](https://zerogtalent.com/ai-jobs/abacus-ai/engineer-enterprise-service-desk-8197560003) — Kent, England, United Kingdom
- [GRC Analyst](https://zerogtalent.com/ai-jobs/abacus-ai/grc-analyst-8193666003) — Chennai, Tamil Nadu, India

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