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Sr. Support Engineer

Anaconda· Global Services
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Hybrid (Bengaluru, India)full-timePosted 3w ago

About the role

Senior Support Engineer owning complex escalations, building automation and tooling to reduce manual support work, and coaching the team to raise technical proficiency in AI/data science systems built on Anaconda.

Responsibilities

  • Own complex and escalated technical tickets from start to finish, coordinating across Product, Engineering, and Documentation teams when needed
  • Build runbooks, diagnostics, and troubleshooting playbooks that the team adopts and uses daily
  • Identify systemic patterns in ticket volume and turn them into automation, tooling, or process improvements that reduce human-touch work
  • Design and build AI-enabled support tooling that helps the team handle customer issues at scale
  • Drive multi-stakeholder escalations that require clear communication and influence across boundaries
  • Join customer calls on short notice to troubleshoot technical issues in real time
  • Carry on-call rotation for Enterprise customers requiring rapid response and resolution
  • Coach team members on troubleshooting approaches and help elevate their technical skill

Qualifications

  • 5+ years in technical support or customer-facing engineering roles
  • Experience building AI-powered tooling or automation to improve support operations
  • Proven ability to troubleshoot complex technical issues across distributed systems, APIs, and infrastructure
  • Experience creating technical documentation, runbooks, or diagnostic tools that others use
  • Track record of identifying recurring problems and implementing solutions that prevent future tickets
  • Strong written and verbal communication skills across chat, email, ticketing systems, and video calls
  • Comfortable working independently with minimal oversight
  • Available to carry on-call rotation and join customer calls on short notice
  • Ability to influence cross-functional teams without direct authority
  • You embody our values of Clarity, Care and Candor
  • You care deeply about fostering an environment where people of all backgrounds and experiences can flourish

Skills

Required:Technical troubleshootingRunbooks and diagnosticsAutomation toolingTechnical writingCommunicationOn-call availability

Benefits

  • Flexible Vacation Policy
  • Medical, Dental, and Vision Insurance
  • Short Term and Long Term Disability
  • Paid Parental Leave
  • Monthly Wellness Stipend
  • Employee Assistance Program and Mental Health Resources
Last updated Sep 30, 2026. Interested? Apply on the company site.

About Anaconda

Trusted Foundation for Enterprise AI

Anaconda is the birthplace of Python data science. We are a movement of data scientists, data-driven enterprises, and open source communities.

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