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 manner
• Provide technical support for XR platform usage, deployment, and setup
• Document common issues, resolutions, and user guides
• Coordinate with QA and engineering teams to reproduce and escalate bugs
• Manage support tickets and ensure timely updates and follow-ups
• Contribute to internal knowledge base and help streamline support workflows

Secondary Responsibilities (30%)

• Assist in onboarding and training new users or client teams
• Support testing during release cycles and gather post-release feedback
• Help in validating configurations and deployment pipelines
• Analyze support trends and provide insights for continuous improvement

Technical Skills

• Support Tools: Jira, Freshdesk, Slack, Confluence
• Technical Environment: Node.js basics, REST APIs, Git, CLI
• Platforms: Windows, macOS, Web-based XR/3D platforms
• Documentation: User manuals, troubleshooting logs, ticketing SOPs
• Soft Skills: Empathy, communication, time management, issue triaging

Qualifications

• Education: 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.