Technical Customer Support Specialist

2 days ago

Kanpur, Uttar Pradesh, India beBeeEngineer Full time ₹ 8,00,000 - ₹ 15,00,000

Job Opportunity:

We are seeking a highly skilled and experienced Support Engineer to join our team. As a key member of our technical support team, you will play a critical role in resolving complex customer technical issues and providing exceptional customer service.

Responsibilities:

  • Familiarity with Microsoft 365 technologies, particularly Microsoft Teams and Office Admin center, is required.
  • Ability to analyze and interpret data captures and trace logs to resolve customer issues in production environments.
  • Experience working with network capture and analysis tools like Fiddler and Developer tools (Browser) is preferred.
  • Owning, investigating, and solving complex customer technical issues while acting as an advisor to the customer, collaborating within and across teams leveraging troubleshooting tools and practices.
  • Engaging with engineering teams to investigate potential product defects and help develop automation techniques and diagnostic tools driving product improvements.
  • Experience supporting the M365 suite of products and troubleshooting web and desktop apps.
  • Updating ticketing systems to track, monitor, and resolve issues.
  • Identifying logical issues and escalating them to the appropriate team for resolution.
  • Triaging and escalating new bugs from early ring customers.
  • Verifying and rejecting bugs submitted by unknown sources.
  • Using tools like Log Reader and Fiddler to troubleshoot and reproduce issues.
  • Collaborating with cross-functional engineering and support teams.
  • Participating in regular meetings to discuss the status of escalated bugs and new issues.

Required Skills and Qualifications:

  • Proven experience as a Support Engineer or similar role. Strong problem-solving, debugging, and troubleshooting skills.
  • Good to have knowledge on Education tenant apps such as assignments, class notebooks, and School data sync.
  • Experience with ICM and Service Incident is preferred. Excellent communication and customer service abilities.
  • Familiarity with helpdesk ticketing systems and escalation procedures.
  • Experience with tools like Log Reader, Fiddler, and Browser Dev tools.

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