Technical Support Engineer

About Us

AI-driven and cloud-native solutions

Role Overview

Technical Support Engineer

US time zones (night shifts)

Key Responsibilities

• Serve as the primary contact for support inquiries via phone, email, and ticketing systems.
• Diagnose and resolve software, hardware, and network-related issues through remote troubleshooting.
• Escalate complex cases to engineering teams while ensuring timely follow-up.
• Monitor system performance and proactively identify potential technical issues.
• Document issues, resolutions, and maintain detailed knowledge base articles.
• Assist with technical documentation and user training materials.
• Participate in on-call rotations for after-hours support when required.
• Conduct user training on best practices and standard troubleshooting procedures.

Requirements

• Bachelor’s degree in Computer Science, IT, or related field.

• 2+ years of hands-on technical support/engineering experience

   in a professional environment.
• Proficiency in 

  Windows, Linux, and Mac OS systems

  .
• Familiarity with 

  ticketing systems and ITSM tools

   (e.g., Jira, ServiceNow).
• Experience with remote troubleshooting techniques and tools.
• Strong communication skills with the ability to explain technical concepts clearly.
• Customer-first mindset with patience and empathy.

Preferred

• Relevant certifications (CompTIA A+, Network+, AWS, etc.).
• Exposure to 

  cloud environments

   (AWS, Azure, or GCP).
• Knowledge of 

  scripting (Python, PowerShell, or Bash)

  .
• Familiarity with networking concepts, security practices, and SaaS environments.

What We Offer

• Competitive salary package.
• Health insurance & wellness benefits.
• Paid time off and holidays.
• Professional development and certification support.

• Shift allowances, food, and travel support for US/night shifts.

• Growth opportunities toward 

  System Administration or Team Lead roles

  .