Support Engineer (Experienced)

As a Support Engineer, you will handle complex customer issues, provide advanced troubleshooting, and act as a bridge between customers and internal technical teams. You will ensure high system reliability and excellent customer satisfaction.

Responsibilities

• Take end-to-end ownership of customer issues and drive them to resolution
• Perform in-depth troubleshooting of system, application, and performance issues
• Identify root causes and implement effective solutions
• Collaborate with development and product teams for bug fixes and enhancements
• Handle escalations and ensure timely resolution of critical issues
• Guide customers through technical processes and solutions
• Monitor system performance and proactively address potential issues
• Maintain detailed documentation of issues, fixes, and knowledge base articles
• Manage multiple support tickets efficiently with proper prioritization
• Provide prompt, accurate, and professional responses to customers
• Ensure adherence to SLAs and support standards
• Continuously improve support processes and workflows

Qualifications

• Bachelor's degree in Computer Science, IT, or related field
• 1-3 years of experience in technical support or similar role

Required Skills

• Strong knowledge of troubleshooting software applications
• Experience with .NET-based systems or enterprise applications (preferred)
• Familiarity with ticketing tools (e.g., Zendesk, Freshdesk, Jira)
• Excellent analytical and problem-solving skills
• Strong communication and client-handling abilities
• Ability to work in a fast-paced, dynamic environment