Technical Support Engineer

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Job Summary

Customer Technical Support Engineer

Key Responsibilities

• Provide

  Level 1/Level 2 technical support

  for software, products, and services.
• Troubleshoot

  application issues, network problems, configuration errors

  , and system-level queries.
• Handle support requests via

  tickets, phone, chat, and email

  within defined SLAs.
• Diagnose and resolve issues using

  logs, monitoring tools, debugging steps

  , and product knowledge.
• Escalate unresolved issues to engineering or senior support teams with detailed analysis.
• Guide customers through setup, installation, configuration, and product usage.
• Document

  known issues, solutions, FAQs, and technical articles

  in the knowledge base.
• Collaborate with development, QA, and product teams to resolve recurring technical problems.
• Monitor customer environments proactively and suggest improvements where needed.
• Ensure high customer satisfaction by delivering prompt, professional, and accurate solutions.

Required Skills

• Strong understanding of

  IT fundamentals

  : networks, OS (Windows/Linux), databases, APIs, web technologies.
• Hands-on experience with

  ticketing tools

  (Zendesk, Jira, Freshdesk, ServiceNow).
• Experience with

  remote troubleshooting tools

  (TeamViewer, AnyDesk, SSH).
• Ability to read

  logs, error codes, SQL queries

  , and perform basic debugging.
• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Excellent problem-solving, analytical, and customer-handling capability.

Preferred Skills

• Knowledge of

  cloud environments

  (AWS/Azure/GCP).
• Familiarity with

  SaaS product support

  , API testing (Postman), or scripting (Python/Shell).
• Experience in technical support for enterprise customers.
• Understanding of ITIL processes and SLA-driven environments.
• Certifications:

  CCNA, A+, Network+, ITIL

  , or similar (optional but added advantage).

Education

• B.Tech / B.E. / BCA / MCA / B.Sc (IT/CS)
• (Equivalent technical experience also considered)

Key Competencies

• Strong communication and interpersonal skills
• Customer-first attitude
• Patience and empathy for user issues
• Ability to multitask in a fast-paced environment
• Ownership mindset and willingness to learn new technologies

Why Join Us

• Opportunity to work with global customers and advanced technologies
• Excellent learning and career-growth opportunities
• Collaborative work culture with exposure to cross-functional teams

Competitive salary, performance bonuses, and benefits