Technical Support Engineer

The Company

Sendbird is on a mission to build the AI workforce of tomorrow. For over a decade we built the infrastructure behind conversationschat voice video messaging APIsand became the #1 CPaaS platform for in-app communications. 4000 brands trust us. 7 billion messages flow through our platform every month. 300 million monthly active users.

We powered conversations for DoorDash Match Group Noom Yahoo Sports Rakuten and thousands of others. We were good at what we did. Really good.

We also saw it early: AI would fundamentally reshape how businesses talk to customers. The infrastructure wed spent a decade building would become commoditized. The value would move up the stackinto intelligence into experience into outcomes.

We had a choice: protect what we built or reinvent ourselves.

We chose reinvention.

In December 2024 we made the full strategic pivot to AI-first customer experience. By February 2025 wed launched our AI agent for enterprise CXbuilt on a decade of conversation data now with intelligence on top. And in November 2025 we rebranded to .

The name says it all. AIs real promise isnt efficiency or cost savings. Its giving customers back something they lostthe feeling of being truly understood and cared for. Not satisfied. Delighted.

The Product

is the AI concierge for customer experience. Most AI agents forget you the moment the conversation ends. Ours doesnt. builds memory over time learns preferences and connects context across every channelchat SMS email voice WhatsAppwithout losing the thread. Were building AI that makes customers feel understood seen and remembered.

Why Technical Support Engineer

Enterprise customers dont just need answers. They need someone who understands their stack speaks to them on a technical or non-technical level and moves fast enough to keep their products the world of AI as scales the need to always be learning remains constant.

This role exists because great support is a product decision. The person who fills it wont just resolve tickets. Theyll use AI to diagnose faster document smarter and build internal tools that make the whole team sharper. If you want to grow at the intersection of customer obsession and technical craft this is where that happens.

The Role

You own the technical relationship between and its enterprise customers when things go wrong working directly with developers to diagnose reproduce and resolve issues across our chat video and messaging platform. Youre comfortable using AI tools to accelerate your work or you are willing to learn and you treat every recurring problem as an opportunity to build something that prevents it from coming back.

You might be this person if

• You can read a stack trace or an API log and feel oriented not lost.
• You genuinely care when a customer is stuck and you stay in it until the problem is actually solved.
• You write clearly and concisely especially under pressure.
• Youre comfortable context-switching between multiple open issues without losing the thread on any of them.
• Your first instinct with a repetitive support task is to automate or templatize it not just complete it.
• You use AI tools (ChatGPT Claude Gemini) as a daily co-pilot for debugging drafting responses and writing scripts.
• You find yourself building small internal tools or scripts to make your own workflow faster then sharing them with the team.

You need to have

• The ability to work from 11:00 AM - 8:00 PM IST to help cover EMEA customers.
• 1-2 years of professional experience as a technical support engineer.
• Working knowledge of at least one web or mobile platform: iOS Android React Native React or Angular.
• Understanding of basic web technologies: HTTP HTML RESTful APIs WebSocket.
• Ability to debug and troubleshoot complex systems across web servers databases and mobile devices.
• Business proficiency in English both written and verbal.
• Understanding of SaaS software API servers and SDK components.

What youll actually do

• Diagnose and resolve customer-reported issues end-to-end from initial triage through root cause analysis using AI-assisted debugging tools where applicable.
• Build and maintain diagnostic tools and scripts to help the team identify and reproduce issues more quickly.
• Develop deep technical knowledge of product architecture to anticipate where issues arise before customers escalate.
• Collaborate directly with product and engineering teams to surface patterns in customer issues and advocate for fixes that improve platform quality.
• Manage enterprise customer support within agreed SLAs via ticketing systems monitoring queues and proactive communication.
• Serve as the first technical point of contact across inbound channels including email messenger and internal escalations from cross-functional teams.
• Contribute to internal documentation and knowledge bases using AI tools to keep content accurate and easy to find.
• Participate in flexible shift rotations to ensure timely response coverage beyond standard business hours.

Added Value

• Experience working at an API-first startup
• Familiarity with support tooling such as Salesforce or Jira
• Experience reading and debugging code in at least one programming language or 1 year of software engineering experience

What We Offer

• The flexibility to work from home along with a home internet stipend and the necessary equipment to complete your work
• Health insurance coverage
• Generous Paid Time Off (20 days per year (prorated by start month) plus your birthday off a floating Rest and Rejuvenate Day and congratulations and condolences leaves to honor life events and 11 National Holidays
• Our BYBS (Be Your Best Self) Boost provides an annual budget of 142000 INR (prorated by start month) to help you thrive. Use toward a vacation work out equipment professional conferences whatever helps you be your best self
• Our Global Citizenship Boost. We reimburse the cost of lessons (up to 13000 INR monthly) to learn a new language.
• Company paid weekly lunches using your local home delivery app

What diversity and inclusion mean to us

There is no such thing as a perfect candidate and the best employees come from a wide range of backgrounds experiences and skill sets. Sendbird is a place where everyone can learn and grow. We respect promote and encourage diversity for equal employment opportunities and encourage you to apply if this role excites you.

Why Sendbird

Were not patching a legacy product. Were rebuilding what customer experience means from the ground up with a decade of conversation infrastructure as our foundation and AI as our future. The people joining now will shape how that gets built. If you want to own real outcomes at a company mid-reinvention this is the moment.