Position Overview
We are seeking a skilled and motivated Support Engineer to join our support team. In this role, you will serve as a critical link between customers and engineering, providing high-quality technical assistance, troubleshooting complex issues, and ensuring timely resolution of problems. The ideal candidate has a strong technical background, excellent communication skills, and a customer-first mindset.
Responsibilities
- Provide first- and second-line technical support for our products and services.
- Diagnose, troubleshoot, and provide possible solutions for software, and network-related issues.
- Act as a liaison between customers and internal teams, including product and engineering.
- Document customer interactions and technical issues in the company’s ticketing system.
- Document issue resolution steps and known issues in the knowledge base.
- Reproduce customer-reported issues and escalate bugs or feature requests when necessary.
- Prioritize tasks effectively to meet SLAs and deadlines.
- Work closely with team members to share insights and best practices.
- Escalate complex technical issues to the appropriate team and follow up to ensure resolution.
Requirements
- Bachelor’s degree in computer science, Information Technology, Engineering, or equivalent experience.
- 2+ years of experience in a technical support, IT, or systems engineering role.
- Strong understanding of operating systems (Windows, Linux, macOS) and networking concepts.
- Experience with ticketing systems (Zendesk, Jira).
- Excellent problem-solving and communication skills.
- Customer-focused attitude with the ability to handle high-pressure situations.
- Accommodate working hours to support American and European customer base.
Desirable Skills
- Experience supporting SaaS or cloud-based platforms (e.g. AWS).
- Familiarity with scripting languages (Javascript, Python).
- Experience supporting AI tools/systems that use LLMs via APIs with prompts and RAG.
- Knowledge of APIs, PostgreSQL databases, and log analysis tools.
- ITIL or other relevant certifications.
Experience
- 2+ Years Relevant and Focussed experience
Education
- Bachelor’s degree in computer science, Information Technology, Engineering, or equivalent experience.
Location
- Work from office (Koregaon Park, Pune)
Work Timings
- Rotational Shift
- Workdays/shifts can be modified at the Manager’s discretion