Technical Support Engineer 1

Role & responsibilities

Shift time:

Rotational 8 hours shift (5 days a week)

Location:

Remote

Job Description:

As a Tier 1 Technical Support Engineer for the project platform, you will be the first point of contact for technical issues experienced by users. You will be responsible for troubleshooting common platform issues, diagnosing basic application and infrastructure errors, escalating unresolved problems to higher-tier support, and ensuring timely resolutions.

Responsibilities:

• Serve as the first point of contact for technical support, handling incoming incidents and service requests via chat, email, or phone.
• Troubleshoot basic issues related to the platform, including application errors (Flutter, Python), login issues, feature access, and minor infrastructure issues (AWS).
• Resolve common user problems within established SLAs (P1: 1 hour, P2: 4 hours).
• Provide basic troubleshooting for application and infrastructure issues and escalate unresolved issues to L2 engineers.
• Monitor system alerts and logs for known issues and provide proactive notifications to users when necessary.
• Document each incident, troubleshooting process, and resolution in the service management system.
• Participate in shift rotation for 247 support coverage, including weekends as required.

Skills Required:

• 1 - 3 years of experience in technical IT support, preferably in a production environment.
• Familiarity with mobile app support (Frontend - Flutter & Backend - Python) and web-based platforms.
• Strong understanding of cloud infrastructure (AWS ECS, CloudWatch, DynamoDB).
• Knowledge of ticketing systems (Jira, Zendesk, ServiceNow) and handling technical issues.
• Strong communication skills and the ability to handle multiple support requests concurrently.
• Ability to follow predefined troubleshooting processes and escalate technical issues effectively.

Preferred candidate profile