Customer Support Engineer (24*7 Night Shift)

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. Customer Support Engineer will be responsible for the accuracy of resolutions being provided.
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What You Will Do

Handle all requests coming into the Customer Support team through email, chats, phone and workflow tool in line with the Service Level Agreements

Own and resolve L3-level technical issues, including debugging, root cause analysis, and minor code fixes (Java, Python, .NET)

Record, track and document the Customer Support request problem-solving process, including all successful and unsuccessful decisions made, query used, and actions taken, through to the final resolution

Work closely with Engineering, Data, Product, and module owners to drive issue resolution and bug fixes

Drive AI Agent implementation and deployment, ensuring data readiness and resolving issues such as hallucination, fallback handling, and prompt misinterpretation

Troubleshoot and resolve REST API issues and analyze complex system logs to identify root causes

Be thorough & detail oriented in the analysis & evaluation of a request, methodical and be able to think of alternative routes to problem solving, so as to expedite problem resolution

Coordinate product testing during product upgrades and releases

Be results-driven and passionate about product, data & what you do day-to-day

Escalate problems (when required) to the appropriately experienced analyst, leader and internal teams

Help develop knowledge base articles for team & end users

Provide periodic report & present analysis on status, category, type & root cause of all requests received at Customer Support

Comfortable communicating with all levels of leadership from internal & external customers. Should have strong verbal & written communication skills 

Effectively prioritize and execute tasks in a high-pressure environment. Consistently meet deadlines and work well within a team environment

Ensure compliance with service agreements and quality standards, while prioritizing effectively in a high-pressure environment

What You Will Bring

3+ years of experience in L3 support level

Strong 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

Strong proficiency in SQL and database concepts, including writing complex queries

Experience with support tools (Freshdesk, Zendesk, etc. or any similar tool) preferred

Excellent analytical, problem-solving, and communication (written + verbal) skills

Ability to work in a fast-paced, collaborative environment with flexible / rotational hours (mostly US hours)

Proficient in all MS Office applications

What Will Make You Stand Out

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

Should be Comfortable with US working hours, on-call weekend support & holiday support on rotational basis

Why You Will Love It Here

Opportunity to work on cutting-edge AI-driven support capabilities, including AI Agents, automation, and LLM-powered workflows

High ownership role with exposure to Support, Engineering, Product, Data, and Infrastructure teams

Chance to solve complex real-world customer problems beyond traditional support boundaries

Collaborative and fast-paced environment where your ideas and technical expertise directly influence customer experience and operational efficiency

Opportunity to build deep expertise in AI, SaaS platforms, APIs, databases, and modern support engineering practices

A culture focused on continuous learning, innovation, and customer impact

\nWhat's in it for you?

At Resilinc, we’re fully remote, with plenty of opportunities to connect in person. We provide a culture where ownership, purpose, technical growth and a voice in shaping impactful technology are at our core. Oh, and the perks? Full-stack benefits for health, wealth and wellbeing to keep you thriving. Check in with your talent acquisition contact for a location-specific FAQ.

Curious to know more about us? Dive in at www.resilinc.ai 

More great news! Resilinc is backed by Vista Equity Partners

Resilinc is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.

If you are a person with a disability needing assistance with the application process please contact HR@resilinc.com.