Senior Support Engineer

Role Overview:

Senior

Key Responsibilities:

• Provide expert-level technical support to global enterprise customers across various channels (email, phone, remote sessions).
• Troubleshoot complex deployment, configuration, and performance issues in Windows Server environments, cloud platforms (Microsoft 365, Azure), and hybrid infrastructures.
• Act as an escalation point for Tier 1 and Tier 2 support engineers and guide them in solving high-priority or sensitive issues.
• Collaborate with the product development and QA teams to report bugs, provide customer feedback, and test resolutions.
• Create and maintain technical documentation, knowledge base articles, and SOPs to drive support efficiency.
• Identify patterns in customer issues and recommend product or process improvements.
• Contribute to internal training programs and mentor junior engineers on tools, technologies, and customer service best practices.
• Ensure SLAs and KPIs are consistently met or exceeded.
• Assist with customer onboarding, implementation guidance, and post-sales technical engagements as needed.

Required Qualifications:

• Bachelors degree in Computer Science, IT, or a related field (B.Tech, MCA, etc.).
• 5-8 years of experience in technical support, preferably in enterprise software, cybersecurity, or infrastructure management domains.
• Strong technical proficiency in:

• Windows Server, Active Directory, Group Policy, File Servers

• Microsoft

  365

  ,

  Azure

  AD

  ,

  Exchange

  Server

  ,

  SharePoint

• SQL

  Server

  (basic query writing, troubleshooting connectivity/performance issues)

• PowerShell

  scripting for automation and diagnostics
• Experience with support tools (e.g., Freshdesk, Jira, TeamViewer, Zoho Assist).
• Exceptional analytical and troubleshooting skills, with the ability to diagnose deeply rooted or uncommon issues.
• Excellent verbal and written communication skills with a strong focus on customer satisfaction.

Preferred Qualifications:

• Microsoft certifications (e.g.,

  MCSA

  ,

  MCSE

  ,

  Azure

  Administrator

  Associate

  ).
• Exposure to

  SIEM

  ,

  data

  loss

  prevention

  (DLP)

  , or

  compliance

  software.
• Experience working with global customers and in 24x7 support environments.
• Prior experience supporting or deploying Lepide products is a strong plus.