Senior Support Engineer

Germinait Solutions Pvt.Ltd. is an innovative AI company dedicated to transforming stakeholder interactions. We are building Joyful, a platform to transform how businesses understand and act on customer feedback, moving from a reactive, cost-centered approach to a proactive, value-driven one.

Our mission is to use AI to help companies make their customer experience more joyful. We’re building a sophisticated, real-time platform that moves beyond simple metrics to systematically identify and eliminate customer friction. Our dual “Listen” and “Engage” modules are powered by a cutting-edge data pipeline that enriches customer feedback from every channel, providing deep, actionable insights and empowering customer service teams to create truly positive interactions.

The Opportunity

We’re looking for a Technical Support Engineer who will be the first line of defense in resolving technical challenges faced by our customers. You’ll combine technical expertise, problem-solving skills, and excellent communication to troubleshoot issues, provide guidance, and ensure smooth usage of Joyful’s products.

You’ll also contribute to Vibe Support—our approach to making every support interaction collaborative, empathetic, and solution-focused.

What You’ll Do

• Customer Issue Resolution

  • Act as the primary contact for customer-reported technical issues via email, chat, or calls
  • Troubleshoot and resolve software, integration, and configuration problems
  • Reproduce issues in test environments to identify root causes
  • Escalate complex issues to engineering teams with clear documentation and reproduction steps

• Product Knowledge & Guidance

  • Assist customers with onboarding, configuration, and best practices for Joyful’s Engage and Listen platforms
  • Maintain an up-to-date understanding of product features, integrations, and AI-powered capabilities
  • Guide customers in using analytics, dashboards, and automation features effectively

• Collaboration & Continuous Improvement

  • Work closely with engineering teams to relay recurring issues, bugs, and customer feedback
  • Document solutions, FAQs, and troubleshooting guides for internal and customer-facing knowledge bases
  • Contribute to process improvements for faster resolution and better customer satisfaction

• Monitoring & Proactive Support

  • Monitor platform health, alerts, and logs to identify potential issues before they impact customers
  • Assist in release verification, sanity checks, and post-deployment testing
  • Provide feedback to product teams on usability and supportability improvements

What You’ll Need

• 1–3 years of experience in technical support, application support, or related roles (fresh graduates with strong skills may also apply)
• Strong troubleshooting skills and logical thinking
• Basic understanding of web applications, APIs, and cloud services (AWS, Azure, or GCP)
• Familiarity with databases (SQL/NoSQL) and querying basics
• Exposure to tools like Jira, Confluence, monitoring dashboards, or log analysis tools is a plus
• Excellent communication skills in English—both written and verbal
• Patience, empathy, and a customer-first mindset
• Ability to work in shifts if required for global support coverage

Why Join Joyful?

• Be part of a team that directly impacts customer success and satisfaction
• Work on AI-powered products that are transforming customer engagement
• Develop both technical and soft skills in a fast-paced SaaS environment
• Collaborate with engineering, product, and AI specialists to solve challenging problems
• Enjoy a supportive workplace with a culture that values learning, growth, and positive customer vibes
• Work from our beautiful Goa office with the latest tools and resources

At Joyful, our support engineers don’t just answer tickets—they create experiences
that turn customers into advocates. If you love solving problems and making
people’s day better, we’d love to hear from you.