Software Support

About the Role

We are looking for a technically skilled and customer-focused Technical Support Engineer to handle escalated technical issues from the L2 support team. The engineer will be responsible for troubleshooting complex technical issues, meeting service-level agreements (SLAs), coordinating with R&D teams when necessary, and improving system reliability across deployed installations. This role requires strong analytical and problem-solving skills, attention to detail, and the ability to work in a fast-paced support environment.

Key Responsibilities

• Troubleshoot and resolve technical issues escalated by the L2 support team, minimizing the need for L4 or R&D intervention.
• Prioritize and manage support tickets based on severity, business impact, and established workflows.
• Ensure timely issue resolution in accordance with defined SLAs and service commitments.
• Follow ticketing procedures and standard operating procedures (SOPs), ensuring all relevant technical details are documented before escalating issues to R&D.
• Follow the established escalation matrix based on issue severity, impact, and resolution timelines.
• Coordinate with R&D teams to investigate complex software and hardware issues and implement effective resolutions.
• Collect, maintain, and distribute site-specific technical documentation, including updates related to new product lines, features, and system enhancements.
• Support Client Service Managers (CSMs) in developing the technical capabilities of Assistant Client Service Managers and Service Engineers.
• Monitor and analyze software- and hardware-component reliability metrics across installations.
• Identify recurring issues, investigate root causes, and recommend corrective and preventive actions.
• Develop and maintain frameworks to identify potential system failures and support proactive maintenance.
• Collaborate with cross-functional teams to improve support processes, system performance, and overall service reliability.

Requirements & Tech Stack

• Hands-on experience in 24/7 software support.
• Hands-on experience with Linux/Unix environments.
• Hands-on experience with SQL.
• Hands-on experience with scripting languages such as Python or Shell.

Qualifications

• B.TECH or equivalent technical degree.
• 6 months to 2 years of experience in software support, technical support, or production support, preferably in a 24/7 support environment.
• Working knowledge of SQL for querying data and troubleshooting application-related issues.
• Strong scripting knowledge in Python, Shell, or similar scripting languages.
• Experience troubleshooting technical issues, analyzing logs, and performing root-cause analysis.
• Understanding of ticket management systems, incident prioritization, escalation procedures, and SLA adherence.
• Strong analytical, communication, documentation, and problem-solving skills.
• Ability to work independently and collaborate effectively with technical and customer-facing teams.

Work Schedule & Flexibility

• Rotational shifts.
• Occasional overtime may be required.