Technical Support Engineer

We are hiring for the position of Tech Support II On-Call Support in Bangalore (Work from Office). This role involves providing 24/7 technical support for enterprise customers, focusing on issue troubleshooting, incident management, and effective customer communication.

Key Responsibilities include:

- Providing L2 technical support to customers via phone, email, and ticketing systems.

- Acting as on-call support for high-priority production issues.

- Troubleshooting application, system, and environment-related issues (no coding required).

- Communicating issue status, resolution steps, and timelines clearly to customers.

- Collaborating with internal teams (L3, Infra, Product) for escalations.

- Creating and updating incident logs, SOPs, and knowledge base articles.

- Ensuring SLA adherence and customer satisfaction.

- Participating in shift handovers and operational meetings.

Required Skills & Qualifications:

- 24 years of experience in Technical Support / IT Support / Application Support.

- Good understanding of incident and ticket management tools (ServiceNow, JIRA, etc.).

- Basic OS, application, and infrastructure concepts.

- Ability to work independently during on-call shifts.

- Strong problem-solving and troubleshooting skills.

Nice to Have:

- Prior Tech Support II or L2 support experience.

- Exposure to production support or enterprise customers.

- ITIL fundamentals.

- Cloud experience with AWS.