Resilinc
Supply Chain Intelligence
CustomerSupportEngineer(24*7NightShift)
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Engineer (24*7 Night Shift) at Resilinc. Skills: L3-level technical issues, Debugging, Root cause analysis, Minor code fixes (Java, Python, .NET), REST API issues troubleshooting, Analyzing complex system logs, AI Agent implementation and deployment, LLMs and AI frameworks. Providing end-to-end technical support, advice, and assistance on the Resilinc Product. Receiving, prioritizing, documenting and actively resolving end user help requests”
What You'll Achieve.
Accuracy of resolutions being provided; Expedite problem resolution; Results-driven; Consistently meet deadlines; Ensure compliance with service agreements and quality standards
Industry & Context.
Problem-solving; Analytical; Methodical; Think of alternative routes to problem solving; Proven analytical and problem-solving abilities
24*7 Night Shift, Flexible / rotational hours (mostly US hours), On-call weekend support & holiday support on rotational basis
What They're Looking For.
Must Have
3+ years of experience in L3 support, 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, proficiency in SQL and database concepts, including writing complex queries, Proficient in all MS Office applications, Ability to work in a fast-paced, collaborative environment with flexible / rotational hours (mostly US hours)
Nice to Have
Experience with support tools (Freshdesk, Zendesk, etc. or any similar tool), 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, Comfortable with US working hours, on-call weekend support & holiday support on rotational basis
What You'll Do.
Providing end-to-end technical support
and assistance on the Resilinc Product
documenting and actively resolving end user help requests
Fixing minor code issues
Querying various data tables to get the data followed by a thorough analysis
Raising requests for internal teams to fix a problem
Provide answers to end user questions
Own end-to-end customer communication
Documenting analysis & resolutions provided on request tracking tools
Handle all requests coming into the Customer Support team through email
phone and workflow tool
Own and resolve L3-level technical issues
track and document the Customer Support request problem-solving process
Drive AI Agent implementation and deployment
Troubleshoot and resolve REST API issues
Analyze complex system logs to identify root causes
Coordinate product testing during product upgrades and releases
Escalate problems to appropriately experienced analyst
leader and internal teams
Help develop knowledge base articles for team & end users
Provide periodic report & present analysis on status
type & root cause of all requests received at Customer Support
How You'll Work.
Team & Collaboration
Work closely with Engineering, Data, Product, and module owners to drive issue resolution and bug fixes; Work well within a team environment; Collaborative environment
Communication Scope
Verbal communication skills; Written communication skills; Communicating answers in a way end users can understand; Comfortable communicating with all levels of leadership from internal & external customers; Ability to present ideas in user-friendly language
Full Job Description
## Description 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. Cust
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