Support Engineer 1

About the Role

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 throughout 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.

Key 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.

Requirements & Tech Stack

• Basic Qualifications: A minimum of 0-2 year experience.
• Preferred Qualifications: 0-2 year experience in application support, client/customer support, incident management, problem management, and change management.
• SQL knowledge.
• Readiness to work during the shift from 5:30 PM to 2:30 AM IST.
• Prospective employees need to be ready to work in different shifts and provide on-call support.

Qualifications

• A bachelor's degree including:
• An academic qualification in computer science engineering, information systems, software engineering, or a related field.
• Outstanding interpersonal abilities and adapt at efficient communication with collaborators across various regions of the globe.