Tier 2 Technical Support Engineer; Noida

Tier 2 Technical Support Engineer (Noida)

At my Kaarma, we’re not just leading the way in fixed ops solutions for the automotive industry—redefining what’s possible for dealership service centers. Headquartered in Long Beach, California, and powered by a global team, our industry-leading SaaS platform combines communication, scheduling, and payment tools in one seamless solution that keeps dealerships and vehicle owners connected. With my Kaarma, every service interaction flows effortlessly, bringing good karma to customers and service teams.

Rooted in the principles of the Toyota Production System, we operate with precision, efficiency, and a relentless focus on continuous improvement to deliver a better experience for all. We’re looking for innovators, problem‑solvers, and tech enthusiasts passionate about building solutions that people love to use. If you’re ready to make an impact in an industry ripe for change, join us at my Kaarma and help shape the future of automotive service.

Role

Description:

Remote

Night Shift 8:00 PM - 4:00 AM
As a Tier 2 Technical Support Engineer
, you will play a key role in the Support Engineering Team at my Kaarma, working to resolve complex customer issues and ensure platform reliability and product stability. You will be responsible for identifying the root causes of issues and recommending a workaround, also collaborating closely with the Engineering and Product teams for solving higher priority issues to achieve quicker resolution and higher customer satisfaction.

This role offers the chance to work with a talented team and develop expertise in coding and debugging abilities, and deepen your expertise in automotive SaaS and technical support operations.

How to Stand Out:
Here’s a scenario to illustrate the innovative approach we value:

Q: "You receive a high‑priority ticket escalated from Tier 1. The issue seems intermittent, and the customer is frustrated. How would you approach diagnosing and resolving this?"

We'd love to hear something like this…

A: “I’d begin by reproducing the issue in a controlled environment and carefully reviewing logs, data, and relevant code paths. If the problem isn’t immediately clear, I’d dig deeper — adding temporary debug points, analyzing SQL queries, and checking for edge cases. At the same time, I’d keep the customer updated with clear communication to reduce frustration. If I identified a potential root cause, I’d validate it by testing, and if a permanent fix required Engineering, I’d provide them with detailed logs, reproduction steps, and impact analysis to speed resolution.

The goal is not just to fix the issue quickly, but to ensure it doesn’t recur and the customer regains confidence in the platform

Key Responsibilities:

• Diagnose tickets escalated by Tier 1 using, but not limited to, the following avenues: scrutinizing application logs, analyzing business data, and crawling through code.
• Collaboration with the Engineering team for solving high‑priority issues, understanding implementation of new features or architecture changes to better support corresponding tickets.
• Collaboration with Product teams for higher priority issues, as well as customer suggestions.
• Contribute to building internal software.

Required Skills and Qualifications:

• Bachelors in Engineering or Computer science
• 1+ years in a troubleshooting support escalation role
• Proficiency in writing and understanding SQL queries, ability to read and analyze code, strong debugging and problem‑solving skills.
• Strong understanding of any one object‑oriented language.
• Quick learner and willing to dive into new technologies and contexts.

Nice to Have Skills & Qualifications

• Competency in writing code in Java.
• Familiarity with SQL and No
  
  SQL databases.
• Experience to microservices architecture, Spring Boot, and RESTful APIs.
• Experience with debugging tools, Postman, and tools like Jira for ticket tracking.

We value diverse experiences and backgrounds, so we encourage you to apply if you meet some but not all of the listed qualifications.

Total Rewards at my Kaarma

At my Kaarma, we offer a comprehensive Total Rewards package that extends beyond the base salary. Our commitment to competitive…