About the role
We need a Technical Support Engineer in India to solve the harder, more technical customer issues. You will dig into problems, work with engineering, and keep customers unblocked.
You will be one of the people customers rely on when they need help quickly and clearly. The work requires empathy, accuracy, patience, and strong written communication, with a focus on solving the immediate issue while also helping us improve the product over time.
In this Technical Support Engineer role, you will have real ownership rather than a narrow task list. You will be expected to understand the problem, communicate trade-offs clearly, make good decisions with incomplete information, and follow through until the work is shipped, adopted, and improved.
This is a remote - india position designed for people who do excellent work without needing an office to do it. We value clear writing, reliable follow-through, inclusive collaboration, and the ability to work across time zones with context, trust, and respect.
This is a fully remote role open to candidates based in India. You will work with meaningful overlap into US/EU business hours; the exact schedule is set with your manager.
What you'll do
- Troubleshoot complex, technical customer issues to resolution
- Work closely with engineering to fix root causes
- Be the first point of contact for customers and resolve their issues with care
- Handle conversations across chat, email, and ticketing with speed and empathy
- Document issues clearly and escalate the right things to the right teams
- Hit quality and response-time targets while keeping a human, helpful tone
- Spot recurring problems and feed them back so we fix root causes
What we're looking for
- Comfort reading logs, APIs, and basic technical documentation
- Some scripting or technical troubleshooting experience
- Excellent written and spoken English and a genuinely helpful attitude
- Customer-facing experience and strong problem-solving instincts
- Comfort working remotely with overlap into US/EU business hours
- Reliable home internet and a quiet, professional remote setup
Nice to have
- Experience with help-desk tooling (Zendesk, Intercom, Freshdesk)
- Exposure to SaaS or marketplace support
- An additional language beyond English
Compensation & benefits
$26,000 – $38,000/yr — premium-band, reviewed twice a year.
- Fully remote, async-friendly culture with flexible hours and a results-first approach
- Premium compensation benchmarked at the top of the market, reviewed twice a year
- Equity participation and an annual performance bonus
- Inclusive health coverage including gender-affirming care, mental-health support, and family-building benefits
- Generous paid time off, paid parental leave for every path to parenthood, and company-wide recharge weeks
- Annual learning stipend, conference budget, and a home-office setup allowance
- Employee resource groups, including an active LGBTQ+ community, with real budget and executive sponsorship
Rutylis is an equal-opportunity employer and we are building a team where LGBTQ+ people are not just welcome but represented at every level. We evaluate candidates on the strength of their work and potential, and we encourage applicants from underrepresented backgrounds to apply even if you do not match every line below.
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