BENGALURU · FULLTIME
Technical support engineer
Quality Impact
Bengaluru · hybrid · Posted 34d ago
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₹7.0L - ₹17.0L PA7–10 yrsfulltimeBengaluru
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Section · 01
About this role
- Provide advanced incident resolution and RCA for escalated L2/L3 cases.
- Perform structured troubleshooting using SQL, APIs, logs, and diagnostics.
- Support global customers via 247 followthesun coverage.
- Collaborate with engineering teams for escalation management.
- Document RCA, create knowledge base articles, and mentor junior engineers.
- Use monitoring tools like Splunk, Datadog, Kibana, and CloudWatch.
- Leverage automation scripting (Python/Bash) to reduce MTTR.
- Apply ITIL processes for incident, problem, and change management.
- Maintain clear customer communication throughout case lifecycle.
- Drive measurable outcomes: AI Deflection >50%, First Time Resolution +25%, AI Draft Adoption >65%.
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Section · 02
Skills
Technical Support