Technical support

Work Timing: 12 PM to 9 PM IST

Work Location: We follow a hybrid work policy. Office is in Marathalli, Bangalore.

Job Type: Full-Time

Job Summary:

We are seeking a skilled and motivated Support Engineer to join our dynamic team. The ideal candidate will provide technical assistance and support to our customers, ensuring that they receive timely and effective resolutions to their issues. The Support Engineer will be responsible for troubleshooting technical problems, providing product guidance, and collaborating with various internal teams to escalate and resolve complex issues.

Key Responsibilities:

• Customer Support:

  • Provide first-level technical support to customers via online meeting, email, and chat.
  • Diagnose and troubleshoot software issues.
  • Resolve customer issues promptly and efficiently, ensuring customer satisfaction.
  • Document customer interactions and solutions in a detailed and organized manner.

• Technical Troubleshooting:

  • Identify, analyze, and resolve technical issues related to the company’s products and services.
  • Work closely with the engineering team to understand and resolve complex technical problems.
  • Diagnose customer-reported issues by looking at database and source code.

• Escalation Management:

  • Escalate unresolved issues to higher-level support or engineering teams as needed.
  • Follow up on escalated issues to ensure they are resolved in a timely manner.
  • Act as a liaison between customers and internal teams to communicate issues and gather necessary information.

• Product Expertise:

  • Maintain a deep understanding of the company’s products, services, and technologies.
  • Stay up to date with product updates, new features, and industry trends.
  • Provide product training and guidance to customers as needed.

• Documentation and Reporting:

  • Create and maintain support documentation, FAQs, and knowledge base articles.
  • Generate reports on support activities, customer feedback, and product issues.
  • Contribute to the continuous improvement of support processes and tools.

Qualifications:

• Education:

  • Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.

• Experience:

  • 2+ years of experience in a technical support or customer support role.
  • Experience with troubleshooting software applications.
  • Familiarity with support ticketing systems and remote support tools.

• Technical Skills:

  • Proficiency in operating systems (Windows, Linux, macOS).
  • Knowledge of networking protocols, databases, and cloud platforms.
  • Proficient with SQL and MongoDB queries
  • Experience with programming or scripting languages (e.g., Python, Bash).
  • Familiarity with version control systems (e.g., Git).

• Soft Skills:

  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently and as part of a team.
  • Customer-oriented mindset with a focus on delivering high-quality support.

Benefits:

• Competitive salary and benefits package.
• Opportunities for career growth and development.
• Collaborative and inclusive work environment.
• Health insurance.