Support Engineer

As a Support Engineer I, your role involves conducting investigations on front\-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used. including capturing log files , querying tables, updating database fields and cycling servers. Documentation of notes, activities, resolutions, and knowledge articles through out the investigation lifecycles. By prioritizing work based on severity. you will strike a balance between client and business needs. Collaborating among and cross teams ensures that issues are addressed by the appropriate individual.

We encourage candidates from all backgrounds to apply.

Career Level \- IC1

• *Basic Qualifications:**

• A minimum of 0\-2 year experience and a bachelor's degree including:
• An academic qualification in computer science engineering, information systems, software engineering, or a related field.

• *Preferred Qualifications:**

• 0\-2 year experience in application support, client/customer support, incident management, problem management and change management.
• Knowledge on SQL,
• Readiness to work during the shift from 5\.30PM to 2\.30AM IST.
• Outstanding interpersonal abilities and adapt at efficient communication with collaborators across various regions of the globe.

Prospective employees need to be ready to work in different shifts and provide on\-call support.

We encourage candidates from all backgrounds to apply.

• **Customer issue resolution:** Troubleshoot and resolve technical issues reported by customers within defined SLAs.
• **Incident management:** Own support cases from initial investigation through resolution and closure, providing timely updates.
• **Technical troubleshooting:** Analyze logs, error messages, configurations, and system behavior to identify root causes.
• **Issue reproduction:** Reproduce reported problems in test environments when possible and document findings clearly.
• **Escalation:** Escalate complex issues to senior support engineers, development, or other relevant teams with complete diagnostic information.
• **Customer communication:** Communicate professionally with customers, explaining troubleshooting steps, progress, workarounds, and resolutions.
• **Documentation:** Maintain accurate case notes and create/update knowledge\-base articles, troubleshooting guides, and known\-issue documentation.
• **Collaboration:** Work with engineering, QA, operations, and other support teams to resolve cross\-functional issues.
• **Product knowledge:** Continuously develop knowledge of supported products, technologies, tools, and support processes.
• **Service quality:** Meet support KPIs such as response time, resolution time, case quality, customer satisfaction, and SLA compliance.