Technical Support Executive

3 weeks ago

Delhi, Delhi, India Keuro Life Full time

Job Title : Tech Support Executive

Company : Keuro Digital

Location : Remote

Employment Type : Full-Time

Role Overview :

We are seeking a Tech Support Executive to provide first-level support for technical issues, troubleshoot errors, and ensure smooth resolution of customer queries. This role requires a keen eye for identifying backend and frontend issues, effective ticketing management, and strong communication skills to engage with customers when needed.

Key Responsibilities :

- Issue Diagnosis & Troubleshooting : Analyze error logs, request/response data, and system behavior to determine whether issues originate from the frontend or backend.

- Ticket Management : Raise and track issues efficiently using Jira, ensuring proper documentation and resolution follow-ups.

- Log Analysis : Utilize Kibana (if experienced) or other log management tools to identify root causes of errors and system anomalies.

- Customer Support & Debugging : Engage with customers when necessary to gather additional details and debug issues, ensuring clear and professional communication.

- Collaboration with Development Teams : Work closely with developers and IT teams to escalate and resolve issues in a timely manner.

- Documentation : Maintain records of recurring issues, troubleshooting steps, and resolutions for knowledge base :

- 3-5 years of experience in technical support or a similar role.

- Familiarity with error logs, request/response analysis, and ability to differentiate between frontend and backend issues.

- Experience with Jira or similar ticketing systems.

- Knowledge of Kibana is a plus.

- Strong problem-solving skills and attention to detail.

- Excellent communication skills in English and Hindi (additional languages are an advantage).

- Ability to work independently in a remote environment.

Preferred Qualifications :

- Experience in SaaS-based platforms or software product support.

- Basic understanding of APIs, SQL, or scripting for troubleshooting.

- Prior experience in customer interaction & debugging.

(ref:hirist.tech)

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