Technical Support Engineer

Business Unit - upGrad - HigherEducation

Designation - Technical Support Engineer

Department - Technology

Experience Range - 1-4 years

Location - Pune, Maharashtra

We're looking for a Technical Support Engineer who can serve as the first line of defense for diagnosing, solving, and escalating technical issues faced by our customers. You'll bridge the gap between our product and users, providing high-quality support, debugging technical problems, and ensuring a seamless user experience. You should be technically curious, customer-obsessed, and capable of solving problems across a broad tech stack.

Key Responsibilities -

● Provide timely and effective technical support via email, chat, and calls

● Troubleshoot issues related to APIs, integrations, performance, and access

● Reproduce customer issues and document bugs for escalation to engineering

● Write knowledge base articles, FAQs, and documentation to reduce incoming queries

● Collaborate with engineering and product teams to resolve recurring issues

● Monitor support dashboards and meet defined SLAs and CSAT goals

● Assist in onboarding and training users where required

● Identify patterns and provide feedback for continuous product improvement

Must-Have Skills -

● 1– 4 years of experience in technical/customer support or engineering roles

● Strong problem-solving and troubleshooting abilities

● Experience with support tools (e.g., Zendesk, Freshdesk, Intercom)

● Understanding of web technologies (HTTP, REST APIs, browsers)

● Comfortable with logs, CLI tools, basic database queries (SQL)

● Excellent communication and documentation skills

● Ability to empathize with users and stay calm under pressure

Bonus Skills -

● Familiarity with scripting (Python, Bash, or JavaScript)

● Experience supporting SaaS platforms or B2B tech products

● Exposure to DevOps or cloud platforms (AWS, GCP, Azure)

● Understanding of CI/CD or containerized apps (Docker, Kubernetes)