Technical Support Engineer

You will be responsible for:

• Deliver high-quality technical support to end-users by efficiently handling and resolving client complaints.
• Accurately document all issues, queries, and concerns raised by clients, especially sellers.
• Ensure timely and effective resolution of customer complaints to drive satisfaction and maintain client relationships.
• Communicate with clients to provide accurate information related to products, services, and processes.
• Diagnose, debug, and identify reported issues, escalating critical cases based on defined priority levels and client SLAs.
• Conduct deep dives into reported issues and deliver comprehensive Root Cause Analyses (RCA).
• Guide clients through troubleshooting steps and corrective actions to resolve issues efficiently.
• Identify recurring problems and suggest improvements to internal systems or panels for better performance and user experience.
• Gather and assess all relevant information to resolve product- or service-related inquiries accurately.
• Route unresolved issues to appropriate internal teams and follow up until closure.
• Collaborate and coordinate with internal departments such as development, QA, and operations for issue resolution.
• Effectively prioritize and manage multiple open cases, ensuring timely follow-ups and updates

Skills & Experince you will bring along:

• Any graduate with a strong technical aptitude.
• Minimum of 2 years in technical support or application support roles, preferably in client facing environments.
• Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders.
• Proficient in Python, with the ability to quickly write and modify scripts for debugging or automation.
• Strong working knowledge of MySQL, MongoDB, and DynamoDB for data validation and troubleshooting.
• Experience with RabbitMQ and Kafka for understanding and debugging event-driven workflows.
• Good understanding of AWS cloud services relevant to application support and monitoring

Tools & Platforms:

• Hands-on experience with ticketing systems like JIRA or Freshdesk.
• Familiarity with API testing tools such as Postman for request-response analysis.
• Ability to monitor and interpret system logs to identify and address issues proactively.
• Strong analytical and logical thinking to investigate, replicate, and resolve client-reported issues.
• Capability to prioritize and manage multiple open cases in a fast-paced, dynamic environment.
• Exposure to E-commerce or logistics platforms and an understanding of associated workflows and operational processes.