L1 Technical Support Analyst

Position Summary

We are seeking an experienced Technical Support Analyst (L1) to provide frontline customer support, issue resolution, and technical troubleshooting. This role involves handling Level 1 tickets, assisting users across multiple communication channels, and escalating complex issues when necessary. The ideal candidate has strong technical knowledge, excellent communication skills, and a background in customer support and IT environments.

Note: This role may require weekend work (Saturday or Sunday) and may involve assigned shifts with flexibility to choose additional weekdays.

Location: Ahmedabad

Required Qualifications

• Minimum 1 year of experience in a technical support role.
• Minimum 3 years of experience in customer support.
• At least 1 year of experience as a networking administrator or in software development.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.

Technical Skills

• Proficiency with:
• SSH and command-line operations
• Linux (server environments)
• Shell scripting (1+ year)
• SQL (1+ year)
• Strong asset: Docker and containerized application deployment.
• Plus: Knowledge of AI fine-tuning, AI inference, or machine learning workflows.

Preferred Skills

• Experience with CRM platforms and support ticketing systems.
• Familiarity with observability tools, logs, and performance monitoring.
• Ability to simplify technical information for non-technical users.
• Strong attention to detail, organization, and follow-through.

Key Responsibilities Customer Support & Ticket Management

• Provide Level 1 technical and non-technical support to customers via email, phone, chat, and video calls (Google Meet, Zoom).
• Respond to customer inquiries with accurate, clear, and timely information.
• Manage all L1 support tickets, ensuring proper documentation and resolution.
• Meet service-level agreements (SLAs): 24 hours for basic issues and 72 hours for complex cases.
• Achieve and maintain a Customer Satisfaction (CSAT) score above 95%.
• Educate customers on product features and best practices for issue prevention and self-service.

Troubleshooting & Technical Support

• Diagnose and resolve issues related to systems, software functionality, account access, configurations, and basic infrastructure.
• Use diagnostic tools, logs, monitoring systems, and observability tools to identify root causes.
• Analyze system behavior, errors, performance issues, and environment configurations.
• Escalate advanced issues to Level 2/Level 3, engineering, development, or support leads.

Documentation & Knowledge Management

• Create and update internal documentation and knowledge base articles for new or recurring issues.
• Translate technical concepts into clear instructions for non-technical users.
• Maintain accurate ticket notes, resolutions, and troubleshooting steps.

Cross-Functional Collaboration

• Work closely with engineering, development, QA, and support leadership to ensure seamless incident escalation.
• Follow up on escalated cases to confirm successful resolution.