Technical Support Engineer

Job Responsibilities

• Take end-to-end ownership of technical product issues, including troubleshooting, identification of root cause, and issue resolution and communication.
• Manage technical escalations to the appropriate teams, ensuring timely response and resolution in accordance with SLAs.
• Actively monitor, diagnose, and triage issues. Liaise closely with the team to ensure effective handling towards successful resolution. 
• Provide timely responses to internal and external technical client inquiries.
• Ability to follow and improve Incident Managements processes and procedures.
• Work with engineering and Product Management teams for resolution of customer issues
• Troubleshoot software, connectivity, API, checking logs, data feeds, sources
• Applying L1 fixes, restart system if down, add missing entities and conducting L2 root cause investigation.

• Liaising with internal tech team, 3rd party tech team and client tech team for L2 and L3 issues
• If interested, eventually contribute code fixes for simple issues (not required)

Technical Competencies

• High proficiency in SQL and RDBMS.
• Must be proficient with analyzing log files and standard debugging concepts.
• Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management. 
• Experience with modern monitoring and logging technologies – advantage

Non-Technical Competencies

• Passion for solving customer issues in a fast-paced environment.
• Strong problem solving and analytical skills.
• Ability to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.
• Ability to influence others and work effectively across departments in the organization.
• Experience with marketing platforms such as Google/Facebook Ads (nice to have)

Minimum Qualifications:

• Bachelor's Degree in Engineering or similar degree
• 1-4 years of experience in customer-facing technical support (Web-based products or e-commerce preferred).
• Good understanding of software applications, especially web-based applications & related technology.
• Knowledge and understanding of SaaS-based applications. Hands-on experience would be an added advantage.