Associate Technical Support Engineer

4 days ago

Vadodara, India The Commerce Team Global Full time
Job Description

Roles and Responsibilities

1. Customer Support & Technical Issue Handling

 

·       Deliver timely and customer-focused support through email, phone, or ticketing systems.

·       Assist in diagnosing and troubleshooting common technical issues related to web platforms, APIs, and integrations, under guidance.

·       Escalate complex issues to senior engineers while ensuring accurate documentation.

·       Maintain professionalism, empathy, and clarity in all client communications.

 

2. Incident Monitoring & Response

·       Monitor alerts, acknowledge incidents, and follow standard operating procedures.

·       Participate in rotational shifts (day/evening/night) with mentorship from senior engineers.

·       Support in providing incident updates and status communications.

·       Contribute to documenting incident details and learnings.

3. Documentation & Knowledge Building

 

·       Maintain structured records of customer interactions and troubleshooting steps.

·       Contribute to internal FAQs, knowledge bases, and troubleshooting guides.

·       Share observations on recurring issues with senior team members for further analysis.

 

4. Collaboration & Teamwork

·       Work closely with engineering, QA, DevOps, and product teams to assist in resolving customer issues.

·       Actively participate in team discussions, training sessions, and knowledge-sharing forums.

·       Learn by shadowing senior engineers during live incidents and bridge calls.

 

5. Product Familiarity & Continuous Learning

 

·       Undergo structured training on platform features, APIs, and eCommerce ecosystem.

·       Build foundational skills in log analysis, debugging, and client-server architecture.

·       Stay curious and continuously expand technical skills under mentorship.

 



Requirements

Must-have:

·       Good communication skills (written and verbal).

·       Basic understanding of networking fundamentals (HTTP/S, TCP/IP, DNS, SSL).

·       Awareness of client-server architecture and web concepts.

·       Willingness to work in 24x7 rotational shifts.

·       Critical Skill: Strong willingness to learn and self-learning capability – ability to research, practice, and adopt new skills quickly.

·       Adaptability and resilience – able to adjust to changing technologies, workflows, and customer needs.

·       Problem-solving mindset – curiosity to explore root causes rather than applying quick fixes.

Good to have:

·       Basics of RESTful APIs and tools like Postman.

·       Exposure to HTML, CSS, JavaScript.

·       Awareness of eCommerce systems (payment gateways, OMS, CDN).

·       Interest in learning about application security fundamentals.

Qualifications and Education Requirements

B. Tech or equivalent degree


Benefits


- 5 Days a week working
- Attractive salary + bonus
- Medical insurance
- Total 35 paid holidays
- Employee engagement activities
- Training & Development plans for individuals
- Sponsorship for certifications
- Monthly and Annual Awards.




Requirements
Experience Requirement: Intermediate Communication Skills (Written, Spoken, Verbal). (Mandatory for hiring) Basic network fundamentals (how TCP/IP, HTTP/S, SSL, DNS, OSI model, etc. works). (Mandatory for hiring) Intermediate log understanding and analysis. (Mandatory for hiring) Basic of client/server architecture, communication between clientserver. (Mandatory for hiring) Debug network/console logs in Browsers. (Mandatory for hiring) Basic understanding of how Restful API works. (Mandatory for hiring) Basic of programming languages (Java/JS/HTML/CSS) (Good to have) E-Commerce domain knowledge. Qualifications and Education Requirements Diploma/Bachelors degree in Computer Science or equivalent education from reputed institution

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