Technical Support Engineer

As a Technical Support Engineer, your role will involve monitoring, validating, and tracking incidents raised across TMS, Driver App, Customer App, and Vendor App. You will be responsible for reproducing reported issues, capturing complete details such as steps, screenshots, IDs, and timestamps, performing basic functional Root Cause Analysis (RCA), and accurately documenting all information in Jira Service Management. Your coordination with Product, QA, Operations, and the Development/vendor team will ensure timely updates, faster resolution, and accurate communication back to stakeholders. Key Responsibilities: - Monitor, validate, and track incidents raised across various applications. - Reproduce reported issues through user steps and capture complete details for analysis. - Perform basic functional Root Cause Analysis (RCA) and document all information accurately in Jira Service Management. - Coordinate with internal teams including Product, QA, Operations, and Development/vendor team for resolution. - Ensure structured ticket hygiene and accurate communication with stakeholders. Qualifications Required: - Strong analytical and problem-solving capability. - Ability to understand application workflows and reproduce user scenarios. - Very strong written and verbal communication skills for documentation. - High attention to detail and structured ticket hygiene. - Comfortable with Android mobile apps, web-based internal tools, Google Sheets/Excel, and Jira Service Management. - Ability to coordinate with multiple internal teams. - Good comprehension and process discipline. Additionally, the job requires 12 years of experience in areas such as Application Support/IT Support, Customer Support, Operations support in tech, mobility, logistics, SaaS, or e-commerce, QA Intern/Junior Tester, BPO/BPM Process Associate roles, and MIS/back-office roles. Prior technical support experience is an advantage but not mandatory as long as the above experience exists. Please note that the job type is Full-time, Permanent. No additional details about the company were provided in the job description.,