Job
Description
Position Overview : We are seeking a skilled and motivated Support Engineer to join our support team. In this role, you will serve as a critical link between customers and engineering, providing high-quality technical assistance, troubleshooting complex issues, and ensuring timely resolution of problems. The ideal candidate has a strong technical background, excellent communication skills, and a customer-first mindset. Responsibilities: Provide first- and second-line technical support for our products and services. Diagnose, troubleshoot, and provide possible solutions for software, and network-related issues. Act as a liaison between customers and internal teams, including product and engineering. Document customer interactions and technical issues in the companys ticketing system. Document issue resolution steps and known issues in the knowledge base. Reproduce customer-reported issues and escalate bugs or feature requests when necessary. Prioritize tasks effectively to meet SLAs and deadlines. Work closely with team members to share insights and best practices. Escalate complex technical issues to the appropriate team and follow up to ensure resolution. Requirements: Bachelors degree in computer science, Information Technology, Engineering, or equivalent experience. 2+ years of experience in a technical support, IT, or systems engineering role. Strong understanding of operating systems (Windows, Linux, macOS) and networking concepts. Experience with ticketing systems (Zendesk, Jira). Excellent problem-solving and communication skills. Customer-focused attitude with the ability to handle high-pressure situations. Accommodate working hours to support American and European customer base. Desirable Skills: Experience supporting SaaS or cloud-based platforms (e.g. AWS). Familiarity with scripting languages (Javascript, Python). Experience supporting AI tools/systems that use LLMs via APIs with prompts and RAG. Knowledge of APIs, PostgreSQL databases, and log analysis tools. ITIL or other relevant certifications. Experience: 2+ Years Relevant and Focussed experience Education: Bachelors degree in computer science, Information Technology, Engineering, or equivalent experience. Location: Work from office (Koregaon Park, Pune) Work Timings: Rotational Shift Workdays/shifts can be modified at the Managers discretion
