Technical Support Engineer

Hi Folks,

We are looking for customer‑facing Tech Support II professionals to provide round‑the‑clock technical support for enterprise customers. The role is focused on issue troubleshooting, incident management, and customer communication.

Key Responsibilities

• Provide L2 technical support to customers via phone, email, and ticketing systems
• Act as on‑call support to handle high‑priority production issues
• Troubleshoot application, system, and environment‑related issues (no coding)
• Clearly communicate issue status, resolution steps, and timelines to customers
• Work closely with internal teams (L3, Infra, Product) for escalations
• Create and update incident logs, SOPs, and knowledge base articles
• Ensure SLA adherence and customer satisfaction
• Participate in shift handovers and operational meetings

Required Skills & Qualifications

• 2–4 years of experience in Technical Support / IT Support / Application Support
• Strong customer‑facing experience
• Excellent English communication skills (verbal & written) – mandatory
• Experience working in 24/7 support environments
• Good understanding of:
• Incident & ticket management tools (ServiceNow, JIRA, etc.)
• Basic OS, application, and infrastructure concepts
• Ability to work independently during on‑call shifts
• Strong problem‑solving and troubleshooting skills