IT Technical Support Professional

1 day ago

Bengaluru, Karnataka, India beBeeNetwork Full time ₹ 8,10,000 - ₹ 12,15,000
Technical Support Engineer

Provide exceptional technical support to customers, utilizing expertise in network protocols and troubleshooting. Collaborate with internal teams to deliver high-quality solutions.

This role requires technical excellence, problem-solving skills, and ownership of complex technical issues. You will work closely with internal teams, including Customer Success, Sales, and R&D, to deliver high-quality technical support.

Key Responsibilities:

  • Take full ownership of technical issues for customers, including troubleshooting, root cause analysis, resolution, and communication.
  • Lead internal escalations, working closely with Customer Success, Sales, and R&D teams.
  • Debug software-related issues, including analyzing logs, troubleshooting deployments, and working with R&D to resolve complex technical problems.
  • Utilize scripting (Python/Bash) to automate troubleshooting, log analysis, and improve operational efficiency.
  • Work with Linux, networking, VPNs, and cloud environments to support customers effectively.
  • Create internal knowledge base articles to enhance troubleshooting efficiency and knowledge sharing.
  • Provide product feedback and technical insights to internal teams.
  • Mentor and support junior engineers, fostering their technical growth and enhancing team collaboration.
  • Manage support-related projects, including training programs and release readiness initiatives.

Desired Background:

  • 5+ years of experience in B2B SaaS technical support at a Tier 3 level (or a similar role) for international customers.
  • Strong expertise in network protocols, VPNs, and troubleshooting.
  • Experience with software debugging, log analysis, and scripting (Python/Bash).
  • Excellent communication skills and ability to work in a fast-paced, team-oriented environment.
  • Experience with Linux, SaaS environments, cloud environments, and networking technologies.
  • Familiarity with IPsec protocols, VPN tunnels, Wireshark, and BGP.
  • Highly customer-oriented, with a focus on customer satisfaction beyond just technical resolution.
  • Self-motivated and capable of quickly learning new technologies.
  • Ability to multi-task and work independently under pressure.

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