We are seeking a skilled Technical Support Engineer to join our team in providing exceptional technical support to our clients. This role demands strong communication skills, excellent problem-solving abilities, and a solid technical background to work effectively with both customers and internal teams. Roles and Responsibilities: Manage and resolve complex technical issues using the Jira ticketing system. Respond to critical incidents during assigned shifts and document root causes. Monitor and troubleshoot SaaS and on-premises applications. Collaborate with cross-functional teams to resolve complex issues. Escalate critical issues appropriately and follow up until resolution. Provide clear and timely updates to customers and internal teams. Document technical solutions and maintain knowledge base articles. Maintain service level agreements (SLAs) for incident response and resolution. Adapt quickly to emerging situations and changing priorities. Qualifications and Experience: Educational Qualification: B.Tech / M.Tech. Experience with ticketing systems (preferably Jira). Willingness to work in a 24/7 rotational shift schedule , including nights and weekends . On-call responsibilities during assigned shifts. Excellent written and verbal communication abilities. Strong problem-solving and analytical skills. Ability to work effectively under pressure with good time management. Self-motivated with a strong desire to learn. Show more Show less