Helpdesk Support Engineer - US Hours

Job Description

Role Overview We are hiring a Helpdesk Support Engineer to provide first-level technical support to our users. This is a remote position requiring work during US business hours (9 PM 6 AM IST). The ideal candidate is tech-savvy, customer-focused, and eager to learn and grow in a fast-paced environment.Key Responsibilities: • Provide first-line support via email, chat, and ticketing tools. • Troubleshoot and resolve user issues related to the PREP platform. • Log, track, and update support tickets with detailed documentation. • Follow defined processes for issue escalation and resolution. • Assist with user onboarding and basic training queries. • Collaborate with internal teams to report bugs or recurring issues. • Contribute to internal knowledge base content.Qualifications: • Bachelors degree in Computer Science, Information Technology, or a related field. • 2–3 years of experience in a helpdesk or technical support role. • Strong problem-solving and communication skills. • Basic understanding of SaaS platforms and technical troubleshooting. • Comfortable working independently and managing time during night shifts. • A strong sense of ownership and willingness to learn.Nice to Have: • Familiarity with ticketing systems like Freshdesk, Zendesk, or similar. • Exposure to accessibility tools or platforms. • Prior experience supporting digital products.Why Join Us: • Be part of a mission-driven team working on cutting-edge AI products. • Gain hands-on experience and grow your career in technical support. • Work in a flexible, remote setup with real impact on users worldwide. • Access mentorship and learning opportunities in a supportive environment.