Customer Success & Support
/Individual contributor at the frontier
Senior Support Engineer
Support Engineering
Compensation
INR 16 - 28 LPA.
Engagement
Full-Time
Permanent role. Full-time commitment. Primarily on-site, with limited remote flexibility.
Scope of role
Own complex problems end-to-end. Set technical direction. Mentor mid and junior teammates.
01 — The role
Why this role exists at EduRankAI
Handle L3 escalations across every EduRankAI product. The hard tickets — production bugs, data issues, edge cases. You will pair with engineering daily and push fixes upstream.
02 — The work
What you will own
- 01 Handle L3 escalations across products.
- 02 Reproduce + diagnose hard bugs.
- 03 Push fixes upstream to engineering.
- 04 Author postmortems for customer-impacting bugs.
- 05 Mentor L2 agents.
03 — The expertise
What we look for
04 — The bar
Who thrives here
- → You have handled L3 support at a real product for at least 2 years.
- → You have shipped at least one engineering change yourself.
- → You can read backend logs.
- → You write clean tickets.
05 — Hiring process
What to expect after you apply
- 01
Application review
Every application is read personally within five business days. We respond either way.
- 02
Take-home or live exercise
Role-specific. Time-boxed. Real problems we are actually working on, not invented puzzles.
- 03
Conversations
Deep technical and values conversations with the team you would join. No trick questions. No panel ambushes.
- 04
Offer or honest no
If yes: digital offer letter, signed in-portal, transparent terms. If no: written feedback if you want it.
Before you start
What we will collect. What it costs. What we will not do with it.
We will collect
- Name, email, phone — Account + application updates. No marketing.
- Resume / portfolio link — Human review of your work.
- Date + place of birth — Identity verification only.
- Your written responses — Selection rubric. Read by humans.
- Government ID (later) — Anti-fraud at offer / interview stage. Not at signup.
We will never
- Sell your data
- Share with third-party recruiters
- Use for advertising
- Train models on it
- Send marketing email
Our situation
EduRankAI is a small, independent organization building long-term capabilities in educational intelligence, advanced AI systems, and research infrastructure. We take no advertiser money, no donations with strings attached, and no investor pressure on hiring decisions. Applying is free, and every application is read by a human — recruitment, technical, academic and leadership teams. It buys us the right to be honest.
Ready to apply?
We read every application personally. If you are the right person for this role — regardless of pedigree, background, or where you are based — you will hear back from us within five business days.
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