
Technical Support Engineer
4 weeks ago
We are looking for a proactive and highly communicative Tech Support / Platform Support Engineer lead to join our team. The ideal candidate will have hands-on experience in technical support across platforms, strong analytical skills, and the ability to troubleshoot issues effectively. Familiarity with JavaScript or related tech stacks will be a strong advantage.
Roles & Responsibilities :
- Provide L1/L2 technical support lead for platform-related issues, ensuring timely resolution and minimal disruption to end-users.
- Act as the first point of contact for users/customers experiencing technical issues or inquiries.
- Troubleshoot platform errors, escalate issues when necessary, and follow through to resolution.
- Collaborate with cross-functional teams including development, QA, and product teams to ensure a consistent and efficient support process.
- Maintain clear documentation of issues, solutions, and best practices in knowledge bases.
- Participate in client calls, status updates, and incident reviews as required.
- Monitor platform performance and report anomalies proactively.
- Provide support during deployment activities, patch updates, and incident management.
- Maintain SLAs and ensure quality in support delivery.
Required Skills & Qualifications :
- Bachelor's degree in Computer Science, Engineering, or related field (or equivalent work experience).
- 5+ years of experience in technical support or platform support roles.
- Strong understanding of support processes, ticketing systems (e.g., ServiceNow, Jira), and incident
management.
- Excellent verbal and written communication skills - able to clearly articulate technical concepts to
non-technical stakeholders.
- Basic to intermediate knowledge of JavaScript and familiarity with front-end or back-end JavaScript
frameworks (Node.js, React, etc.) is a plus.
- Experience working with SaaS platforms, APIs, or cloud-based environments is preferred.
- Ability to work in a fast-paced, customer-facing environment.
- Strong troubleshooting and problem-solving skills.
- Willingness to work in shifts or provide on-call support (if applicable).
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