Urgent opening For Technical Support Engineer - lower Parel

Job Description - Technical Support Engineer

We're looking for a sharp, communicative Technical Support Engineer to own technical support. You'll be the first point of contact for technical issues raised by stakeholders, responsible for triaging, diagnosing, and resolving straightforward issues directly - and escalating genuine bugs to engineering.

Key Responsibilities:

• Own the support queue for franchise-raised technical issues via our ticketing system, ensuring timely triage and response.
• Diagnose issues independently where possible - including basic data lookups and log review - before escalating.
• Resolve straightforward issues directly (configuration questions, usage guidance, basic data corrections) without engineering involvement.
• Escalate genuine bugs to the relevant engineering team with a clear diagnosis, reproduction steps, and relevant context.
• Track recurring issues and flag patterns to engineering and product, helping prevent repeat tickets.
• Maintain clear, professional communication with franchise partners throughout issue resolution.
• Help build and refine internal documentation and FAQs to reduce repetitive ticket volume over time.

Skills & Qualifications:

• 1 - 2 years of experience in technical support, helpdesk, QA, or a related technical role.
• Comfortable reading logs and forming a basic technical hypothesis before escalating - you don't need to fix the issue, but you need to point engineering in the right direction.
• Basic SQL skills are good to have - able to run read queries to check data state independently.
• Strong written communication skills - you're often the face of engineering to an external partner, so clarity and professionalism matter.
• Methodical and patient - comfortable handling a queue of varied issues without losing track of priority or detail.
• Prior QA or support experience is a strong plus; comfort with ticketing tools is a bonus.

Why Join ASL?

• Be the critical link between our franchise partners and engineering, directly shaping how technical issues get resolved at scale.
• Work at a high-growth company with 20M+ users across 20+ countries, supporting a fast-expanding franchise model.
• Real ownership from day one you'll define how this support function runs as it grows.
• Be part of a purpose-driven, collaborative engineering culture.