Technical Support Engineer_96635

Company:IT Services Organization

Key Skills: Technical Support, Generative AI, Agentic AI, Product Support, Python

Roles and Responsibilities:

• Serve as the first point of contact for customers through the support portal and support channels.
• Validate, log, and categorize incoming issues accurately in the support system.
• Perform initial troubleshooting and basic diagnostics to identify potential causes of issues.
• Conduct incident triage and maintain detailed documentation for reported problems.
• Escalate complex or unresolved issues to the appropriate L2 support teams.
• Monitor support tickets and ensure timely follow-ups and updates to customers.
• Contribute to the internal knowledge base by documenting recurring issues and solutions.
• Work in a shift-based environment to provide support for global customers.

Skills Required:

• Experience in product support or technical support environments.
• Understanding of Generative AI concepts and AI-driven software platforms.
• Familiarity with Agentic AI systems and AI-powered automation tools.
• Ability to perform basic troubleshooting and incident triage.
• Strong documentation and ticket management skills.
• Basic knowledge of Python for debugging or issue investigation is beneficial.
• Strong communication and customer service skills.
• Ability to work in shift-based environments and collaborate with global teams.

Education: Bachelor's degree in Computer Science, Information Technology, or a related field.