Technical Support Engineer

Position: 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.