Customer Support Engineer (24*7 Night Shift)

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OtherCustomer Support Engineer

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Join the Future of Supply Chain Intelligence — Powered by Agentic AI At Resilinc, we’re pioneering intelligent, autonomous systems that redefine supply chain risk management.

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OtherCustomer Support Engineer

Join the Future of Supply Chain Intelligence — Powered by Agentic AI

At Resilinc, we’re pioneering intelligent, autonomous systems that redefine supply chain risk management. Our agentic AI helps global enterprises predict disruptions, assess impact, and act in real time — before operations are affected. Named a 2025 Gartner® Magic Quadrant™ Leader, we’re trusted by top companies in life sciences & pharma, aerospace & defense, high tech, and automotive to protect what matters most. Be part of a team that's redefining resilience on a global scale.

But the real power behind Resilinc? Our people. We’re a fully remote, mission-led team making sure life-saving products and critical goods get where they’re needed, fast. We offer the chance to do meaningful work in a collaborative, empowering culture—where you can be an agent of change. Join us to tackle critical global challenges through high-impact work that matters.

Check out this blog to learn more about how we are impacting the world's most critical supply chains. Global Supply Chain Risks 2026: Act Faster | TEC

Resilinc | Innovation with Purpose. Intelligence with Impact.

The Customer Support Engineer is the single point of contact for internal & external customers and is responsible for providing end-to-end technical support, advice, and assistance on the Resilinc Product. Analysts will generally deal directly with end users and actively communicate answers in a way they can understand. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Request resolution may involve fixing minor code issues, querying various data tables to get the data followed by a thorough analysis to appropriately respond to the request or identify a problem, if required raise a request for internal teams to fix a problem, provide answers to the end user questions & own end-to-end customer communication and documenting analysis & resolutions provided on request tracking tools. Customer Support Engineer will be responsible for the accuracy of resolutions being provided.

Handle all requests coming into the Customer Support team through email, chats, phone and workflow tool in line with the Service Level Agreements
Own and resolve L3-level technical issues, including debugging, root cause analysis, and minor code fixes (Java, Python, .NET)
Record, track and document the Customer Support request problem-solving process, including all successful and unsuccessful decisions made, query used, and actions taken, through to the final resolution
Work closely with Engineering, Data, Product, and module owners to drive issue resolution and bug fixes
Drive AI Agent implementation and deployment, ensuring data readiness and resolving issues such as hallucination, fallback handling, and prompt misinterpretation
Troubleshoot and resolve REST API issues and analyze complex system logs to identify root causes
Be thorough & detail oriented in the analysis & evaluation of a request, methodical and be able to think of alternative routes to problem solving, so as to expedite problem resolution
Coordinate product testing during product upgrades and releases
Be results-driven and passionate about product, data & what you do day-to-day
Escalate problems (when required) to the appropriately experienced analyst, leader and internal teams
Help develop knowledge base articles for team & end users
Provide periodic report & present analysis on status, category, type & root cause of all requests received at Customer Support
Comfortable communicating with all levels of leadership from internal & external customers. Should have strong verbal & written communication skills
Effectively prioritize and execute tasks in a high-pressure environment. Consistently meet deadlines and work well within a team environment
Ensure compliance with service agreements and quality standards, while prioritizing effectively in a high-pressure environment

3+ years of experience in L3 support level
Strong programming languages knowledge in Java, Python, and .NET with hands-on debugging experience
Ability to analyze and derive insights from complex logs & architecture
Solid understanding of REST APIs, integrations and related issue resolution
Knowledge of LLMs and AI frameworks such as LangChain, LangGraph, LangSmith, OpenAI, and Databricks
Strong proficiency in SQL and database concepts, including writing complex queries
Experience with support tools (Freshdesk, Zendesk, etc. or any similar tool) preferred
Excellent analytical, problem-solving, and communication (written + verbal) skills
Ability to work in a fast-paced, collaborative environment with flexible / rotational hours (mostly US hours)
Proficient in all MS Office applications

Highly self-motivated and directed
Keen learner with ability to absorb and retain information quickly
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
Adaptable to work under a dynamic environment
Ability to conduct research into a wide range of computing issues and absorb and retain information
Ability to present ideas in user-friendly language
Highly self-motivated and directed with attention to detail
Proven analytical and problem-solving abilities with exceptional customer service orientation
Should be a team player and work in a collaborative environment
Should be Comfortable with US working hours, on-call weekend support & holiday support on rotational basis

Opportunity to work on cutting-edge AI-driven support capabilities, including AI Agents, automation, and LLM-powered workflows
High ownership role with exposure to Support, Engineering, Product, Data, and Infrastructure teams
Chance to solve complex real-world customer problems beyond traditional support boundaries
Collaborative and fast-paced environment where your ideas and technical expertise directly influence customer experience and operational efficiency
Opportunity to build deep expertise in AI, SaaS platforms, APIs, databases, and modern support engineering practices
A culture focused on continuous learning, innovation, and customer impact

What's in it for you?

At Resilinc, we’re fully remote, with plenty of opportunities to connect in person. We provide a culture where ownership, purpose, technical growth and a voice in shaping impactful technology are at our core. Oh, and the perks? Full-stack benefits for health, wealth and wellbeing to keep you thriving. Check in with your talent acquisition contact for a location-specific FAQ.

Curious to know more about us? Dive in at www.resilinc.ai

More great news! Resilinc is backed by Vista Equity Partners

Resilinc is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

If you are a person with a disability needing assistance with the application process please contact HR@resilinc.com.