Support Engineer

Job Summary:

The Support Engineer is responsible for providing technical support to customers and internal teams, resolving incidents within agreed SLAs, and ensuring high customer satisfaction. The role involves troubleshooting hardware/software or application issues, documenting solutions, and collaborating with development/infra teams for complex problems.

Key Responsibilities:

• Respond to customer/user queries via phone, email, chat, or ticketing system.
• Troubleshoot and resolve technical issues related to software, hardware, network, or cloud services.
• Perform root-cause analysis and provide workarounds or permanent fixes.
• Install, configure, and support applications, systems, or devices as per company products.
• Monitor incidents, update tickets regularly, and ensure closure within SLAs.
• Escalate complex issues to L2/L3 or development teams with clear technical details and logs.
• Document known issues, solutions, and FAQs in knowledge base.
• Assist in deployments, upgrades, and basic maintenance tasks (e.g., patches, configuration changes).
• Communicate clearly with non-technical users and maintain a high standard of customer service.

Required Skills:

• 4–5 years of experience in technical support / helpdesk / application support
• Good understanding of:
• Operating systems (Windows / Linux / macOS – customize as per need)
• Networking basics (TCP/IP, DNS, VPN, firewalls, etc.)
• Databases and basic SQL (for application/support engineer roles)
• Experience with ticketing tools (e.g., JIRA, ServiceNow, Zendesk, Freshdesk).
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Willingness to work in shifts / on-call rotation if required.

Good To Have:

• Experience with scripting (Shell/Python/PowerShell) for automation.
• Knowledge of cloud platforms (AWS/Azure/GCP) or DevOps tools (Docker, Kubernetes, CI/CD).
• Relevant certifications (e.g., ITIL, CompTIA, Microsoft, Cisco) as per domain.