Support Engineer 1

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.

Responsibilities

• 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.