Urgent requirement of Technical support

Job Description: Tech Support Engineer CYBX App

Location: Mumbai

Experience: 2 TO 3 years

Employment Type: Full-time

About Us

CYBX is a next-generation cybersecurity application that protects individuals and

enterprises from evolving digital threats. We are looking for a Tech Support

Engineer who can provide timely, empathetic, and effective support to our users,

ensuring they have a seamless experience with the CYBX platform.

Role Overview

As a Tech Support Engineer, you will be the first line of contact for our users. You

will troubleshoot technical issues, guide users through solutions, and escalate

complex problems to the engineering team when needed. Your role will directly

influence customer satisfaction and retention.

Key Responsibilities

• Provide L1/L2 support for CYBX mobile and web applications.

• Respond to user queries via email, chat, or ticketing systems within defined

s.

• Troubleshoot app installation, login, performance, and feature-related

issues.

• Document, track, and manage support tickets using tools like Zendesk,

Freshdesk, or Jira Service Desk.

• Escalate complex issues to engineering or QA teams with proper

documentation.

• Create and maintain user guides, FAQs, and knowledge base articles.

• Assist with onboarding support for enterprise customers.

• Collect user feedback and share insights with the product team to improve the

app.

• Ensure high customer satisfaction scores (CSAT/NPS) through prompt and

empathetic support.

Required Skills & Qualifications

• 23 years of experience in technical support, helpdesk, or customer

success roles.

• Strong knowledge of mobile apps (iOS/Android) and web technologies.

• Familiarity with ticketing systems (Zendesk, Freshdesk, Jira, or similar).

• Good understanding of basic networking, authentication, and

troubleshooting tools.

• Excellent problem-solving, communication, and customer-handling

skills.

• Ability to document issues clearly and create user-friendly knowledge base

content.

INTERESTED CANDIDATE CAN SHARE RESUME ON pooja.furia@63moons.com