Technical Support Engineer

About Rapido:

4 million rides completed daily

We are not an option, we are a choice!

Job Summary:

As a Technical support engineer, you will research, diagnose, troubleshoot and resolve customer issues by taking ownership of functionalities and prioritizing them. In this role, you will operate through a non-voice process, handling offline escalations via tickets and emails.

Job Responsibilities:

• Passionate about problem-solving, troubleshooting, and finding creative solutions
• Own and drive escalated support issues and ensure the standard SLA is met
• Deep dive on defects to find the root cause, analyze the logs, and reproduce the issue
• Updating or adding new knowledge-based articles on the new feature release/update
• Scope and document customer incidents with troubleshooting, root cause, and resolution information
• Follow the internal processes, policies, and guidelines on collaboration, escalation & communication

Job Requirements:

• B.Tech. / B.E. degree in Computer Science or equivalent software engineering degree/experience.
• Minimum 1 yr of experience in Tech Support.
• Experience in working on databases like SQL or MongoDB.
• Strong interpersonal and communication skills.
• Willingness and ability to seek help and learn from team members.
• Work experience on any monitoring and logging tool.
• Exposure to Postman tool for API integration and testing is an added advantage.

Excited to solve challenges Join Rapido & chase bigger milestones too!