Technical Support Engineer

Job Description

About Us: We are a fast-growing shipping and logistics automation platform for online businesses of all sizes (eCommerce sellers, SMEs, D2C Online Brands), helping them manage their order fulfilment process. Our benefits include cost savings, improved customer service, and streamlined operations. We take ownership of shipping and logistics for our customers, so they can focus on their core business. Responsibilities :- Deliver high-quality technical support to end-users by efficiently handling and resolving client complaints. Accurately document all issues, queries, and concerns raised by clients, especially sellers. Ensure timely and effective resolution of customer complaints to drive satisfaction and maintain client relationships. Communicate with clients to provide accurate information related to products, services, and processes. Diagnose, debug, and identify reported issues, escalating critical cases based on defined priority levels and client SLAs. Conduct deep dives into reported issues and deliver comprehensive Root Cause Analyses (RCA). Guide clients through troubleshooting steps and corrective actions to resolve issues efficiently. Identify recurring problems and suggest improvements to internal systems or panels for better performance and user experience. Gather and assess all relevant information to resolve product- or service-related inquiries accurately. Route unresolved issues to appropriate internal teams and follow up until closure. Collaborate and coordinate with internal departments such as development, QA, and operations for issue resolution. Effectively prioritize and manage multiple open cases, ensuring timely follow-ups and updates. Requirements :- Any graduate with a strong technical aptitude. Minimum of 2 years in technical support or application support roles, preferably in client facing environments. Excellent verbal and written communication skills, with the ability to clearly articulate technical concepts to non-technical stakeholders. Proficient in Python, with the ability to quickly write and modify scripts for debugging or automation. Strong working knowledge of MySQL, MongoDB, and DynamoDB for data validation and troubleshooting. Experience with RabbitMQ and Kafka for understanding and debugging event-driven workflows. • Good understanding of AWS cloud services relevant to application support and monitoring. Tools & Platforms :- Hands-on experience with ticketing systems like JIRA or Freshdesk. Familiarity with API testing tools such as Postman for request-response analysis. Ability to monitor and interpret system logs to identify and address issues proactively. Strong analytical and logical thinking to investigate, replicate, and resolve client-reported issues. Capability to prioritize and manage multiple open cases in a fast-paced, dynamic environment. Exposure to E-commerce or logistics platforms and an understanding of associated workflows and operational processes.