IT Technical Support Engineer

The Technical Support Engineer will be responsible for troubleshooting technical issues, supporting customers, managing support tickets, and working closely with development teams to resolve product\-related problems. The ideal candidate should have strong technical knowledge, problem\-solving abilities, and excellent communication skills.

Key Responsibilities Customer Support

• Provide technical support via phone, email, chat, and ticketing systems.
• Respond to customer inquiries and resolve issues promptly.
• Guide customers through product setup, configuration, and usage.
• Ensure high customer satisfaction and service quality.

Technical Troubleshooting

• Diagnose and resolve software, application, and user\-related issues.
• Investigate bugs and technical problems reported by customers.
• Replicate issues and provide detailed reports to development teams.
• Verify fixes before releasing solutions to customers.

Product Support

• Support all MIT software products and modules.
• Assist with software implementation and onboarding.
• Conduct user training sessions when required.
• Maintain product knowledge and stay updated on new features.

Documentation

• Create and maintain technical documentation.
• Develop knowledge base articles and troubleshooting guides.
• Document common issues and resolutions.

Collaboration

• Coordinate with developers, QA engineers, and product teams.
• Escalate critical issues and track resolution progress.
• Participate in testing and product improvement activities.

Required SkillsTechnical Skills

• Knowledge of web applications and SaaS platforms.
• Understanding of databases such as PostgreSQL and Supabase.
• Basic knowledge of APIs and integrations.
• Familiarity with Windows and web technologies.
• Experience with ticketing or helpdesk systems.
• Understanding of software troubleshooting methodologies.

Soft Skills

• Excellent communication skills.
• Strong analytical and problem\-solving abilities.
• Customer\-focused approach.
• Patience and attention to detail.
• Ability to manage multiple support requests.

Preferred Qualifications

• Bachelor's degree in Computer Science, IT, Software Engineering, or related field.
• 1–3 years of experience in technical support or IT support.
• Freshers with strong technical knowledge may also apply.
• Experience with SaaS products is an advantage.

Work Location: In person