Technical Support Engineer

Key Responsibilities

• Handle customer support tickets, investigate reported issues, and provide timely responses and updates.
• Attend customer calls and communicate professionally with customers across the UK and US.
• Perform L1 troubleshooting and initial debugging of application-related issues.
• Test APIs using tools such as Postman and validate API requests and responses.
• Use Browser Developer Tools to inspect network requests, analyze console errors, and troubleshoot application issues.
• Explain technical issues and troubleshooting steps clearly to both technical and non-technical customers.
• Document investigation findings, error messages, logs, and troubleshooting steps in support tickets.
• Escalate complex issues to the development team with relevant technical details.
• Follow up on open tickets and coordinate with internal teams to ensure timely resolution.
• Learn our products and applications through internal knowledge-transfer sessions and apply the knowledge to customer support activities.

Requirements & Tech Stack

• Good verbal and written English communication skills.
• Confidence in communicating with international customers.
• Basic understanding of REST APIs, HTTP methods, status codes, and JSON.
• Familiarity with API testing tools such as Postman.
• Basic knowledge of Browser Developer Tools, especially Console and Network tabs.
• Good analytical, troubleshooting, and problem-solving skills.
• Ability to understand technical problems and explain them in simple terms.
• Good documentation, ticket management, and follow-up skills.

Preferred Skills

• Basic knowledge of JavaScript or any scripting knowledge.
• Familiarity with HTML, CSS, and web applications.
• Understanding of client-server architecture and API integrations.
• Internship, academic project, or prior experience in technical support or application support is an added advantage.

Additional Preferred Skills - AI Tools

• Basic familiarity with AI tools such as ChatGPT (GPT), Claude or Cursor etc.
• Ability to use AI tools to assist with technical troubleshooting, error analysis, understanding API responses, and identifying potential solutions.
• Willingness to learn and leverage AI-powered tools to improve productivity and problem-solving efficiency.
• Basic understanding of how to use AI tools to analyze code snippets, browser console errors, and technical documentation.

Qualifications

• Freshers and candidates with 0–2 years of experience.
• Candidates interested in technical support, application troubleshooting, and API testing.
• Individuals with strong communication skills and a willingness to learn new technologies.