4.0 - 9.0 years

12 - 16 Lacs

chennai

Work from Office

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. What We Offer A collaborative environment where your insights directly impact user satisfaction Opportunities to work with cutting-edge XR technology and enterprise clients Skill development in support tooling, documentation, and platform workflows

Posted 12 hours ago

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