Application/Technical Support Engineer

Experience: 2 to 4 Years

Qualifications: Graduate in any discipline (preferably Engineering)

Location: Kolkata/ Gurgaon

We are looking for a technical support engineer to provide technical and operational support to our customers.

Skills:

• Good communication and presentation skills in English
• Should be comfortable to work in Evening and Night Shifts
• Fair understanding of any flavor of Linux (Preferable)
• Fair understanding of SQL and RDBMS
• Experience in utilizing issue tracking and management software is nice to have
• Knowledge on AWS or Azure cloud platforms would give added advantage
• Strong documentation and reporting skills
• Excellent troubleshooting abilities
• Experience in handling customer support queries
• Ability to coordinate effectively with cross-functional teams

Job Responsibilities:

• Deliver high-quality technical support by troubleshooting, diagnosing root causes, and resolving customer issues using logs, configs, and system data.
• Develop strong product and industry knowledge to guide customers in effective product usage.
• Create and maintain clear documentation (KB articles, FAQs, troubleshooting guides) for self-service support.
• Communicate professionally to build strong customer relationships and enhance experience
• Collect and analyze user feedback to identify improvements and optimize support processes.
• Collaborate with cross-functional teams to escalate complex issues and support product enhancements.
• Contribute to process improvements, knowledge sharing, and training of new team members.
• Maintain accurate reports and documentation of support activities and customer interactions.
• Possess foundational AI knowledge, including LLMs, prompt engineering, AI tools, and performance metrics.