Support Engineer 1

• 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.

• 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.

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.