Technical Support Engineer

Job Description

Key Responsibilities:

• Act as a technical liaison, effectively collaborating with Business Stakeholders, Product Managers, Client Support, Client Success Managers, and Product Engineering to troubleshoot platform or integration issues.
• Lead technical troubleshooting efforts for existing customers and vendors while providing internal technical insights across departments.
• Diagnose and resolve API integration calls involving REST, JSON, XML, and HTML.
• Diagnose data issues using GraphQL and SQL.
• Resolve SSO, identity, and access management issues involving FusionAuth.
• Monitor and troubleshoot application and infrastructure issues using Datadog.
• Implement, enhance, and troubleshoot AI driven systems using SiSense, Salesforce Einstein, Agentforce, and Microsoft Copilot.
• Test and resolve system integrations between various Momentive Software products and third-party systems ensuring seamless authentication and data flow.
• Prioritize bugs, and identify opportunities for enhancement.
• Manage escalations from Level 1 and Level 2 Client Support teams, prioritizing and resolving technical issues efficiently.
• Investigate and document issues that require escalation to the Product Engineering team.
• Maintain open and proactive communication with Tier 1, Tier 2 teams, and clients regarding issue status and resolution timelines.
• Review and troubleshoot error logs to diagnose and resolve customer-reported issues.
• Reproduce customer-reported issues to identify root causes and provide actionable solutions.
• Support testing of new product features to ensure functionality and stability.
• Other duties as assigned.

Qualifications & Skills:

• 4-5 years of hands-on experience in technical customer support or engineering roles.
• Proven experience supporting third-party APIs or external system integrations.
• Strong problem-solving skills with the ability to conduct root cause analysis on complex technical issues.
• Excellent communication skills, ensuring clarity and professionalism in interactions with both technical and non-technical stakeholders.
• Well-organized and analytical, with a structured approach to troubleshooting and issue resolution.
• Flexibility to work in the US Shift

Technical Expertise:

• Proficiency in XML, JSON, and REST for integration and API support.
• Ability to review application logs, diagnose errors, and resolve abstract technical issues.
• Direct experience supporting third-party authentication services and web services integrations.
• Knowledge of Graph QL and SQL for querying and troubleshooting data.
• Familiarity with Dot Net (C#).
• Experience working with engineers, and client operations teams.
• Experience using AI and Business Intelligence tools (Copilot / LLMs, Salesforce Einstein / Agentforce, SiSense, Tableau, Power BI)

Preferred Experience:

• Familiarity with Association Management Systems (AMS), Learning Management Systems (LMS), or CRM APIs.
• Experience working on SaaS systems and cloud service providers (AWS, Azure, etc.).
• Exposure to FusionAuth Identify Framework, SiSense, and / or DataDog.
• Experience implementing AI and BI tools to enhance productivity (Copilot / LLMs, Salesforce Einstein / Agentforce, SiSense, Tableau, Power BI).
• Previous coding experience, preferably with C#.
• Experience working with ticketing systems.

Momentive Software amplifies the impact of over 20,000 purpose-driven organizations in over 30 countries, with over $11 billion raised and 55 million members served to date. Mission-driven nonprofits and associations rely on Momentive’s cloud-based software and services to address their most pressing challenges – from engaging their communities to simplifying operations and growing revenue. Designed to help organizations connect more, manage more, and ultimately expect more, Momentive's solutions are built with reliability at the core and strategically focus on fundraising, learning, events, careers, volunteering, accounting, and association management. Momentive partners with organizations that believe "good enough" is never enough – so they can bring on better outcomes for everyone they serve. Learn more at momentivesoftware.com.

At Momentive Software, we’re a team of passionate problem-solvers, innovators, and volunteers who believe in using technology to make a real difference. We dream big, support each other, and take pride in creating solutions that help our customers drive meaningful change. If you’re looking for a place where your work matters and your ideas are valued, you’ll find it here.

Planned Paid Time Off - Earned Leave and Casual Leave in Each Calendar Year

Company Holidays as Per Policy

Employer-Paid Parental Leave
Purpose-Driven Culture
Work-Life Balance 
Passionate About Community Involvement 
Group Mediclaim Policy

Group Accident Policy

Group Term Life Policy
Gratuity as Per Payment of Gratuity Act
Momentive Software actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.
All persons hired will be required to verify identity, minimum age of 18, eligibility to work in India (without sponsorship), and to complete the required employment eligibility verification form upon hire.