# Senior Technical Support Engineer

**Company:** [Rippling](https://hotfix.jobs/companies/rippling)
**Location:** Bengaluru, India
**Role:** Support Engineering
**Experience:** 5+ years
**Skills:** Python, Go, Django, REST APIs, Webhooks, MongoDB, Snowflake, BigQuery, Retool, SRE, Async Jobs, Api Versioning, Idempotency, Operational Dashboards, Runbooks
**Posted:** 2026-05-18

> Founding Support Engineering role responsible for diagnosing carrier integration issues across services, asynchronous jobs, data stores, and vendor APIs. The position establishes operational processes and tooling while requiring 5–8+ years of debugging-focused engineering or support experience.

## Job Description

## Responsibilities
- Own front-line technical triage of carrier integration issues across customer tickets, vendor APIs, asynchronous job pipelines, data stores, and operational tooling.
- Resolve complex, multi-system investigations and escalate engineering design changes with evidence bundles containing IDs, timelines, logs, and suspected layers.
- Debug Rippling’s production stack, including Django services, Python and Go, asynchronous jobs, MongoDB, Snowflake, and carrier vendor APIs.
- Build and maintain runbooks, operational dashboards, alerts, and internal tooling, including Retool workflows.
- Partner with Operations and Customer Experience to translate customer symptoms into engineering-quality hypotheses.
- Improve MTTR, ticket backlog, repeat incident rate, and software engineering escalation volume.
- Establish Support Engineering processes, SLAs, intake taxonomy, and queue governance.
- Mentor junior support engineers and participate in interview loops.
- Set standards for operational quality, runbook coverage, and observability.

## Requirements
- 5–8+ years of experience in support engineering, operations engineering, SRE, or software engineering with a strong debugging and operational focus.
- Strong debugging skills across web services, queues or asynchronous jobs, and data stores.
- Comfort with Python and Go in a large codebase, including reading stack traces, adding logging, and writing scoped fixes under code review.
- Experience with REST APIs, webhooks, idempotency patterns, and API versioning.
- Familiarity with MongoDB or document stores and relational data warehouses such as Snowflake or BigQuery.
- Excellent written communication for customer-facing coordination and internal root-cause analysis documentation.
- Ability to thrive in an ambiguous environment while building a new function.
- Prior operations engineering, technical support, or forward-deployed engineering experience in a regulated or mission-critical domain.
- Experience building runbooks, internal tooling, or operational dashboards.

## Nice-to-haves
- Benefits or insurance domain knowledge, including Insurance, EDI, or LDEX.
- Exposure to insurance carrier operations or broker workflows.
- Experience with Retool or internal admin consoles.
- Experience scaling operational engineering practices from 0 to 1.

## Compensation and Benefits
- Benefits information is not specified in the provided description.

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