Technical Support Engineer

Hi Folks,

We are looking for customerfacing Tech Support II professionals to provide roundtheclock technical support for enterprise customers. The role is focused on issue troubleshooting, incident management, and customer communication.

Key Responsibilities

• Provide L2 technical support to customers via phone, email, and ticketing systems
• Act as oncall support to handle highpriority production issues
• Troubleshoot application, system, and environmentrelated issues (no coding)
• Clearly communicate issue status, resolution steps, and timelines to customers
• Work closely with internal teams (L3, Infra, Product) for escalations
• Create and update incident logs, SOPs, and knowledge base articles
• Ensure SLA adherence and customer satisfaction
• Participate in shift handovers and operational meetings

Required Skills & Qualifications

• 24 years of experience in Technical Support / IT Support / Application Support
• Strong customerfacing experience
• Excellent English communication skills (verbal & written) mandatory
• Experience working in 24/7 support environments
• Good understanding of:
• Incident & ticket management tools (ServiceNow, JIRA, etc.)
• Basic OS, application, and infrastructure concepts
• Ability to work independently during oncall shifts
• Strong problemsolving and troubleshooting skills