Technical Support Engineer

Role Responsibilities:

• Troubleshoot and resolve customer-reported issues across CRM and SaaS platforms
• Collaborate with product and engineering teams for bug resolution and feature improvement
• Maintain and update technical documentation and knowledge base articles
• Analyze logs and data flows using tools like Graylogs, Kibana, and Query Executors

Key Deliverables:

• Timely ticket resolution within SLA, reducing escalation and re-open rates
• Identification of product gaps with detailed RCA for engineering feedback
• Creation of reusable documentation and guides for internal and customer use
• Continuous support improvement through process enhancement initiatives