Job Title: Technical Support Engineer (Remote – India)
Job Summary
We are looking for a reliable and customer-focused Technical Support Engineer to assist users with technical issues and ensure a smooth product experience. The ideal candidate will have a strong problem-solving mindset, good technical knowledge, and the ability to communicate solutions clearly to both technical and non-technical users. This is a remote role that requires responsiveness, ownership, and attention to detail.
Key Responsibilities
- Provide technical support to customers via email, chat, or phone
- Diagnose and troubleshoot software, hardware, and network-related issues
- Resolve customer queries in a timely and professional manner
- Escalate complex issues to the appropriate internal teams when required
- Document issues, resolutions, and processes for future reference
- Collaborate with engineering and product teams to improve product performance
- Assist in creating help guides, FAQs, and knowledge base articles
- Monitor system performance and proactively identify potential issues
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience)
- 1–4 years of experience in technical support or a similar role
- Basic understanding of operating systems, networking, and troubleshooting techniques
- Familiarity with support tools, ticketing systems, and CRM platforms
- Strong communication skills and a customer-first approach
- Ability to work independently in a remote environment
Preferred Qualifications
- Experience supporting SaaS products or web applications
- Knowledge of databases, APIs, or cloud platforms
- Familiarity with tools such as Zendesk, Freshdesk, or Jira
- Ability to read logs and perform basic technical analysis
