Senior Technical Support Engineer

Location: Bengaluru

About Us

Redica Systems is a SaaS start-up serving more than 200 customers within the life science sector, with a specific focus on Pharmaceuticals and Med Tech. Embracing a hybrid model, our workforce is distributed globally, with headquarters in Pleasanton, CA.
Redica's data analytics platform empowers companies to improve product quality and navigate evolving regulations. Using proprietary processes, we harness one of the industry's most comprehensive datasets, sourced from hundreds of health agencies and the Freedom of Information Act.

Our customers use Redica Systems to more effectively and efficiently manage their inspection preparation, monitor their supplier quality, and perform regulatory surveillance.
More information is available at

The Role
As a Senior Technical Support Engineer reporting to the Technical Support Lead, you will play a crucial role in overseeing and coordinating the technical support operations within the organization. You will be responsible for resolving complex technical issues and maintaining high levels of customer satisfaction. Additionally, you will collaborate with other departments to identify and implement process improvements and contribute to the overall success of the organization.

Key Responsibilities
Handle and resolve complex technical issues escalated by the support team or customers
Troubleshoot problems, identify root causes, and implement effective solutions in a timely manner
Maintain a high level of customer satisfaction by ensuring prompt and accurate responses to customer inquiries and issues
Collaborate with cross-functional teams to identify areas for process improvement within the technical support function
Track and analyze key performance metrics related to technical support, such as response time, resolution time, and customer satisfaction
Support AWS cloud-based application troubleshooting, including log analysis and service-level monitoring where required
Assist with SSO configurations, authentication issues, access provisioning/deprovisioning, and user onboarding activities
Work closely with Dev Ops and Engineering teams during incident management, deployments, and production issue triaging to ensure minimal service disruption
Coordinate incident response activities by engaging relevant stakeholders and following defined escalation paths
Maintain and execute incident management and communication runbooks during production incidents or customer-impacting outages
Support customer-facing communications during incidents by providing timely updates and coordinating with internal teams
Assist in monitoring alerts, analyzing logs, and escalating issues based on impact and severity
Follow secure operational practices aligned with SOC 2 and ISO 27001 requirements while handling customer environments and access-related requests
Maintain documentation of technical processes, troubleshooting steps, incident timelines, and standard operating procedures
Provide end-user technical support to internal employees and contractors, including troubleshooting of hardware, software, access, and connectivity-related issues
Support internal SaaS applications and workplace tools including access provisioning, MFA support, and basic configuration
Assist with onboarding and offboarding support activities such as account setup, device configuration, and access enablement based on approved requests

About You
Customer Focus :
Incorporates customer insights into decision-making to ensure high-quality technical support services
Tech Savvy :
Anticipate and adopts innovations in SaaS platforms and cloud-based technology solutions
Manages Complexity :
Effectively solves technical problems across application, infrastructure, and access-related domains
Decision Quality :
Makes timely and effective decisions to resolve issues efficiently
Collaborates :
Engages in cross-functional problem-solving with Engineering, Dev Ops, and Security teams
Communication Effectively :
Provides clear and concise technical and incident-related updates to internal stakeholders and customers
Resilience :
Learns from operational challenges and continuously improves support processes
Engaged :
Demonstrates competencies…