Customer Technical Support Engineer

3 days ago

Bengaluru, India Treez Enterprise Full time

Job Description Customer Technical Support Engineer Job Description Job Location: Bengaluru Experience Required: 1-2 years Job Type: Full-Time Industry: IT | Software | SaaS | Technical Support Role Category: Technical Support / Customer Success Functional Area: Customer Support / IT Support Job Summary We are seeking a Customer Technical Support Engineer to provide high-quality technical support to customers via email, chat, calls, and remote sessions. The role involves troubleshooting software, applications, and system issues, ensuring timely resolution, and delivering an exceptional customer experience. Key Responsibilities - Provide Level 1/Level 2 technical support for software, products, and services. - Troubleshoot application issues, network problems, configuration errors, and system-level queries. - Handle support requests via tickets, phone, chat, and email within defined SLAs. - Diagnose and resolve issues using logs, monitoring tools, debugging steps, and product knowledge. - Escalate unresolved issues to engineering or senior support teams with detailed analysis. - Guide customers through setup, installation, configuration, and product usage. - Document known issues, solutions, FAQs, and technical articles in the knowledge base. - Collaborate with development, QA, and product teams to resolve recurring technical problems. - Monitor customer environments proactively and suggest improvements where needed. - Ensure high customer satisfaction by delivering prompt, professional, and accurate solutions. Required Skills - Strong understanding of IT fundamentals: networks, OS (Windows/Linux), databases, APIs, web technologies. - Hands-on experience with ticketing tools (Zendesk, Jira, Freshdesk, ServiceNow). - Experience with remote troubleshooting tools (TeamViewer, AnyDesk, SSH). - Ability to read logs, error codes, SQL queries, and perform basic debugging. - Strong communication skills with the ability to explain technical concepts to non-technical users. - Excellent problem-solving, analytical, and customer-handling capability. Preferred Skills - Knowledge of cloud environments (AWS/Azure/GCP). - Familiarity with SaaS product support, API testing (Postman), or scripting (Python/Shell). - Experience in technical support for enterprise customers. - Understanding of ITIL processes and SLA-driven environments. - Certifications: CCNA, A+, Network+, ITIL, or similar (optional but added advantage). Education - B.Tech / B.E. / BCA / MCA / B.Sc (IT/CS) - (Equivalent technical experience also considered) Key Competencies - Strong communication and interpersonal skills - Customer-first attitude - Patience and empathy for user issues - Ability to multitask in a fast-paced environment - Ownership mindset and willingness to learn new technologies Why Join Us - Opportunity to work with global customers and advanced technologies - Excellent learning and career-growth opportunities - Collaborative work culture with exposure to cross-functional teams - Competitive salary, performance bonuses, and benefits

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