Support Engineer

Department:

Job Overview:

Support Engineer

Key Responsibilities:

• Provide Technical Support via email, chat, and video calls to resolve customer issues.
• Diagnose, troubleshoot, and resolve technical problems related to software, APIs, and infrastructure.
• Collaborate with Engineering and QA teams to escalate and resolve complex issues.
• Log, tract, and document issues in the ticketing system (e.g., Jira, Zendesk, Freshdesk).
• Assist other teams with product configuration, deployment, and integration.
• Write and maintain

  internal documentation

  , FAQs, and knowledge base articles.
• Monitor system alerts and proactively address incidents and needed.
• Help drive customer satisfaction through timely and professional service.

Required Skills & Qualifications:

• Bachelors Degree in Computer Science, IT, or a related field, or equivalent practical experience.
• 1-3 years of experience in a technical support or IT Support role.
• Familiarly with Linux / Unix Systems, command-line tools, and basic scripting (Bash, Python, etc.).
• Understanding of networking fundamentals.
• Experience troubleshooting web technologies (REST APIs, HTTP status codes, browsers, SSL).
• Strong communication skills and the ability to explain complex issues in simple terms.
• Comfortable with ticketing systems and remote support tools.

Nice-To-Have:

• Experience supporting SaaS platforms or cloud-based products.
• Familiarity with databases (SQL/ MySQL/ PostgreSQL) and log analysis.
• Exposure to tools like Decker, Kubernetes, AWS.
• Prior experience with monitoring / logging tools (Grafana, Datadog, ELK stack).
• Ability to read/ debug code (JavaScript, Python, or similar).