Technical Support Engineer

Job Description : Technical Support Engineer

Experience : 2+ Years

Location : Remote

Shift : Night Shift (US Time Zone)

Employment Type : Full-Time

About the Role:

We are seeking a Technical Support Engineer to join our team, responsible for ensuring seamless user experience by resolving real-time issues, providing technical support, and collaborating with product and engineering teams for continuous product improvement. This role bridges the gap between users, support, and development, ensuring quality and customer satisfaction remain top priorities.

Key Responsibilities

• 
  Issue Management & Troubleshooting:
  
• Investigate technical and functional issues, escalating to engineering teams where necessary.
  
• Work with logs, monitoring tools, and diagnostic reports to resolve application problems.
  
• Ensure adherence to SLAs and maintain clear communication with stakeholders.
  
• Product Improvisation & Feedback:
  
• Collaborate with product and development teams to share user insights and pain points.
  
• Provide structured feedback for improving application performance, usability, and stability.
  
• Identify recurring issues and suggest enhancements for long-term fixes.
  
• Quality & Continuous Improvement:
  
• Track support metrics and create reports on incidents, resolutions, and trends.
  
• Contribute to knowledge base, FAQs, and documentation for internal and external use.
  
• Participate in UAT, regression testing, and release validations.
  
• Collaboration & Communication:
  
• Work closely with cross-functional teams (QA, DevOps, Product, Engineering).
  
• Maintain excellent communication with end users, ensuring transparency on issue status.
  
• Train and guide junior support engineers when required.

Requirements

• Real-Time User Support (Good to Have):
  
• Act as the first line of response for user-reported issues, incidents, and queries.
  
• Monitor application health, identify anomalies, and ensure timely resolution.
  
• Provide root cause analysis and prevent recurrence of critical issues.

Required Skills & Qualifications

• Bachelor’s degree in computer science, Information Technology, or related field.
  
• 2+ years of experience in Application Support / Production Support.
  
• Strong troubleshooting skills in Web, Cloud, Desktop Application and Mobile applications.
  
• Strong analytical skills with the ability to prioritize under pressure.
  
• Excellent written and verbal communication skills.

Good to Have

• Basic scripting knowledge (Python, Shell, PowerShell).
  
• Experience with CI/CD and DevOps environments.
  
• Understanding of ITIL processes.
  
• Previous exposure to customer-facing support roles.
  
• Familiarity with SQL/Databases, APIs, and log monitoring tools (e.g., Splunk, ELK, Grafana).
  
• Knowledge of incident management tools (e.g., JIRA, ServiceNow).
  
• Exposure to cloud platforms (AWS, Azure, GCP) is a plus.