Support Engineer

Role Summary
As a Support Engineer, you will be the bridge between our product and our users, ensuring a seamless experience through efficient troubleshooting, technical assistance, and process documentation. This role demands strong communication, analytical thinking, and the ability to understand both user needs and technical constraints. You will also work closely with product, QA, and engineering teams to relay feedback and improve platform usability and reliability.Primary Responsibilities (70%)Troubleshoot and resolve client-reported issues in a timely mannerProvide technical support for XR platform usage, deployment, and setupDocument common issues, resolutions, and user guidesCoordinate with QA and engineering teams to reproduce and escalate bugsManage support tickets and ensure timely updates and follow-upsContribute to internal knowledge base and help streamline support workflowsSecondary Responsibilities (30%)Assist in onboarding and training new users or client teamsSupport testing during release cycles and gather post-release feedbackHelp in validating configurations and deployment pipelinesAnalyze support trends and provide insights for continuous improvementTechnical SkillsSupport Tools: Jira, Freshdesk, Slack, ConfluenceTechnical Environment: Node.js basics, REST APIs, Git, CLIPlatforms: Windows, macOS, Web-based XR/3D platformsDocumentation: User manuals, troubleshooting logs, ticketing SOPsSoft Skills: Empathy, communication, time management, issue triagingQualificationsEducation: BE/B.Tech in Computer Science, IT, or a related field.Experience: 4 years of experience in a technical support, QA, or IT services role, preferably supporting SaaS or XR products.Foundational Knowledge: Strong understanding of support operations, basic technical troubleshooting, and customer engagement.