Job Title: L1 Support Engineer
Location: Ahmedabad/Remote
Job Type: Full Time
Department: IT Infra
About Simform:
Simform is a premier digital engineering company specializing in Cloud, Data, AI/ML, and Experience Engineering to create seamless digital experiences and scalable products. Simform is a strong partner for Microsoft, AWS, Google Cloud, and Databricks. With a presence in 5+ countries, Simform primarily serves North America, the UK, and the Northern European market.
Simform takes pride in being one of the most reputed employers in the region, having created a thriving work culture with a high work-life balance that gives a sense of freedom and opportunity to grow.
Role Overview:
We are seeking a Support Engineer to join our logistics technology team. The Support Engineer will be responsible for monitoring, investigating, and resolving customer-reported issues received through Freshdesk. The role involves analyzing tickets using a provided Transfer ID, identifying the root cause, and providing a quick and effective resolution within defined SLA timelines.
If the issue cannot be resolved at the support level, the engineer will escalate it to the development team with all necessary details.
Key Responsibilities
-
Act as the first line of support for customer tickets raised on Freshdesk.
-
Acknowledge and triage incoming tickets within 15 minutes of receipt.
-
Investigate issues using provided Transfer IDs and internal tools/logs.
-
Provide accurate and timely resolutions to customer issues within the SLA window.
-
Document issue details, troubleshooting steps, and resolution notes in the ticketing system.
-
Maintain clear communication with customers, ensuring they are informed about issue status and resolution timelines.
-
Identify recurring issues and provide feedback to product and development teams for long-term fixes.
-
Monitor and ensure system uptime and proactive issue detection using available dashboards/tools.
-
Participate in rotational 24x7 shifts, including weekends and holidays, to ensure continuous coverage.
Required Skills & Qualifications
-
Bachelor’s degree in Computer Science, Information Technology, or a related field.
-
2–5 years of experience in technical support, application support, or production support roles.
-
Strong analytical and troubleshooting skills.
-
Familiarity with Freshdesk or similar ticketing platforms (Zendesk, Jira Service Desk, etc.).
-
Exposure to REST APIs, log analysis is preferred.
-
Experience in logistics, supply chain, or transportation management systems is an added advantage.
-
Excellent written and verbal communication skills in English.
-
Ability to work independently and manage multiple tickets efficiently under time constraints.
Preferred Skills
-
Understanding of incident management and escalation processes.
-
Previous experience working in 24x7 support environments.
Why Join Us:
-
Young Team, Thriving Culture
-
Flat-hierarchical, friendly, engineering-oriented, and growth-focused culture.
-
Well-balanced learning and growth opportunities
-
Free health insurance.
-
Office facilities with a game zone, in-office kitchen with affordable lunch service, and free snacks.
-
Sponsorship for certifications/events and library service.
-
Flexible work timing and leaves for life events
