Customer Support Engineer

Job Title: Customer Service L1 Support Engineer

Department: Application Support

Location: Mumbai (WFO)

Experience Required: 2-5 years

Employment Type: Full-time

Job Summary:

We are looking for a proactive and detail-oriented L1 Support Engineer to join our customer service team. You will be the first point of contact for our customers, responsible for handling incoming queries, resolving basic technical issues, and escalating unresolved problems to L2/L3 support.

Key Responsibilities:

• Act as the first line of contact for customers via phone, email, chat, or ticketing system.

• Diagnose and troubleshoot basic technical issues, guiding customers through step-by-step solutions.

• Provide timely and accurate responses to customer queries.

• Escalate complex problems to higher-level support engineers (L2/L3).

• Log all interactions, incidents, and resolutions in the support system.

• Monitor system alerts and respond to critical incidents within defined SLAs.

• Collaborate with internal teams to ensure customer satisfaction.

• Follow standard procedures for proper escalation of unresolved issues.

• Maintain a high level of professionalism and empathy in all interactions.

• Contribute to the creation and maintenance of knowledge base articles.

Requirements:

• Bachelor’s degree in computer science, Engineering, or equivalent experience.

• 1 year of experience in a technical support/customer service role.

• Basic knowledge of operating systems (Windows/Linux), networking fundamentals, and troubleshooting techniques.

• Familiarity with support tools like Zendesk, Freshdesk, Jira, ServiceNow, or similar.

• Excellent verbal and written communication skills.

• Ability to work in shifts and under pressure.

• Strong problem-solving skills and attention to detail.

Good to Have:

• Experience with ITIL processes and ticketing systems.

• Certifications such as ITIL Foundation, or Microsoft Certified: Azure Fundamentals or AWS

• Knowledge of cloud platforms, SaaS products, or CRM tools.

Shift & Work Environment:

• Rotational shifts (24x7 support model).

• In-Office and On-site depending on business need