As a Technical Support Engineer, you will handle escalated technical issues, troubleshoot complex problems, and work closely with Level 1 support agents, product, development and engineering teams to resolve customer concerns efficiently. This role is ideal for someone with a strong technical background, problem-solving skills, and a passion for customer service.

Key Responsibilities

Provide Level 2 Technical support by troubleshooting and resolving escalated technical issues.
Diagnose and resolve software and network-related problems.
Work with Level 1 support teams to ensure proper issue escalation and resolution.
Collaborate with product, development and engineering teams for bug fixes and product improvements.
Document troubleshooting steps, solutions, and create knowledge base articles.
Assist in system monitoring and maintenance to ensure high availability and performance.
Communicate technical solutions effectively to both technical and non-technical users.
Help with operations improvement and support systems implementation.

Requirements

✅ 1-2 years of experience in a technical support or IT role
✅ Strong troubleshooting skills
✅ Familiarity with ticketing systems (e.g., Jira, Zendesk, Freshdesk).
✅ Ability to read and understand logs, scripts, and basic coding.
✅ Excellent communication and customer service skills.
✅ Strong analytical and problem-solving abilities.
✅ Bachelor's degree in Engineering, Computer Science, IT, or a related field (preferred).