Technical Support Engineer
New
IndiaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2 to 4 years
- Required Skills
- RESTful APIsTroubleshootingTechnical supportCustomer supportSaaS
Requirements
- 2 to 4 years of experience in technical support, customer support engineering, or a similar technical troubleshooting role.
- Strong understanding of APIs, cloud platforms, and system integrations.
- Excellent problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
- Strong verbal and written communication skills with the ability to explain complex technical concepts clearly.
- Ability to remain calm, patient, and effective under pressure, especially during critical incidents.
- Experience working in fast-paced, customer-facing technical environments.
- Familiarity with ticketing systems such as Freshdesk or similar tools is a plus.
- Strong collaboration skills with the ability to work effectively with engineering and cross-functional teams.
- Customer-first mindset with a strong sense of ownership and accountability.
- Ability to learn quickly and adapt to evolving technologies and processes.
Responsibilities
- Provide responsive technical support to customers across chat, email, Slack, and video channels, ensuring timely and effective resolution of issues.
- Troubleshoot and resolve complex technical problems involving APIs, integrations, cloud infrastructure, and platform configurations.
- Act as the first line of escalation for critical incidents and outages, coordinating with engineering teams for rapid resolution.
- Monitor, analyze, and identify recurring technical issues and contribute to long-term fixes and product improvements.
- Document technical issues, solutions, and troubleshooting steps to improve knowledge base and support efficiency.
- Collaborate with internal teams to communicate customer feedback, bug reports, and enhancement requests.
- Stay updated on product features, releases, and system changes to provide accurate and informed support.
- Support continuous improvement of support processes, workflows, and customer experience standards.
- Ensure adherence to SLAs, quality benchmarks, and customer satisfaction goals.
- Contribute to proactive identification of risks and system performance issues.
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