Lead Technical Support Engineer

4 weeks ago


Gurugram, India Karix Full time
Role: Sr. Technical Support Engineer (Team Lead Role)

Location: Gurgaon (WFO)

What you'll be Responsible for?

- Provide support to internal / external customers while adhering to the set SLA parameters.- Facilitate calls with customers to explain/resolve/address the issues raised to technical support team- Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns- Collaborate / coordinate with backend teams in identifying / resolving customer issues.- Capture and document all queries / concerns via the ticketing tool / email/ calls.- Responding to customers via various communication channels and to provide timely revert / updates / notifications.- Share periodic updates and feedbacks on regular basis.- Maintain regular tracker(s) and publish reports to all stakeholders.- Ensure 100% adherence to teams and organizational processes.- Time Management- Ticket management- Customer response and engagement- Cross-functional communication and coordination- Compliance and SOP

What You'd have?

- Basic knowledge of Linux, MySQL, Oracle, Phoenix and Hive- Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions- Proactive, self-motivated and should be a team player- Flexible to work in 24x7 environment- Ability to plan and organize- Team Handling Experience is a must

Why join us?

Impactful Work: Play a pivotal role in safeguarding Karix's assets, data, and reputation in the industry.

Tremendous Growth Opportunities: Be part of a rapidly growing company in the telecom and CPaaS space, with opportunities for professional development.

Innovative Environment: Work alongside a world-class team in a challenging and fun environment, where innovation is celebrated.

Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees

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