Technical Support Engineer

Role & responsibilities

Key Role Related Areas

• Technical Support & Stakeholder Management
• SQL, MS Excel & Data Analysis
• Product Support & UAT
• Process Improvement & Cross-functional Collaboration
• Incident Resolution & Troubleshooting

Role Objective

We are looking for a Technical Support Engineer in a techno-functional capacity who has a good understanding of technology and is confident in working with internal stakeholders. The primary responsibility will be aligned to the support of our internal product, ensuring seamless coordination between Technology and Business teams while delivering exceptional operational support.

Role Responsibilities

Product & Technical Support

• Serve as a single point of contact between the Technology team and internal stakeholders throughout the project lifecycle.
• Provide day-to-day support for the organization's internal products and resolve functional and technical queries.
• Ensure timely resolution of issues while maintaining high service standards.

Business & Stakeholder Collaboration

• Support the Business team during the project lifecycle, especially during UAT cycles, by assisting with process and product-related queries.
• Work closely with Product and Technology teams to ensure successful implementation of product enhancements.
• Build strong relationships with internal stakeholders to ensure smooth communication and project execution.

Analysis & Problem Solving

• Utilize SQL and MS Excel to analyze data, troubleshoot issues, and generate insights.
• Identify root causes of issues and recommend appropriate solutions.
• Stay updated with trending technologies to improve support effectiveness.

Process Improvement

• Participate in internal initiatives focused on process improvement, product enhancement, and implementation of best practices.
• Recommend improvements that enhance operational efficiency and user experience.
• Contribute to documentation and knowledge-sharing initiatives.

Collaboration & Delivery

• Work independently to complete assigned tasks within timelines while collaborating effectively with cross-functional teams.
• Interface with Product and Technology teams in the development of technology products and service standards.
• Support development efforts to maximize business impact and customer satisfaction.

Qualification & Experience

Work Experience

• 0-1 years of experience in Technical Support, Application Support, Product Support, or a techno-functional role.
• Experience supporting business applications and working with cross-functional teams.
• Exposure to UAT support and stakeholder management is preferred.

Knowledge / Skills

• Good understanding of SQL and MS Excel.
• Strong analytical and problem-solving skills.
• Excellent written and verbal communication skills in English.
• Ability to work independently and manage multiple priorities.
• Good understanding of technology and current industry trends.
• Strong stakeholder management and collaboration skills.
• Self-starter with a positive attitude and willingness to learn.

Education

• B.Tech / B.E. / BCA / MCA / bachelor's degree in computer science, Information Technology, or a related field. Equivalent professional experience will also be considered.

Good to Have

• Exposure to Software Development Lifecycle (SDLC) and Agile methodologies.
• Experience with ticketing or project management tools such as Jira, ServiceNow, or similar platforms.
• Basic understanding of APIs and software troubleshooting.
• Experience working in a SaaS or Product-based organization.