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 ResponsibilitiesCustomer 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.
