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Technical Support Specialist

1 month ago

Hyderabad, India Aari Consultants Full time

**Job Title:** Technical Support Engineer

**About the Role:**

As a Technical Support Engineer at Aari Consultants, you will be the department subject matter expert and provide advanced technical assistance and support to customers and other support engineers. You will work closely with not only the support team but also other cross-functional teams in helping drive function-level initiatives for the overall success of the company.

**Responsibilities:**

  • Diagnose and resolve high-priority, complex technical issues reported by customers, ensuring timely resolution and high customer satisfaction.
  • Conduct thorough root cause analysis of recurring issues to identify and implement preventive measures.
  • Ensure high ticket productivity while maintaining a minimal backlog.
  • Manage and prioritize incidents and service requests using internal tools, ensuring compliance with service level agreements (SLAs).
  • Serve as the main escalation point for critical issues and actively participate in customer calls as required.
  • Provide On Call support in rotation including weekends to provide support for incidents, alerts and monitoring as needed.
  • Work with cross-functional teams like Sales, Implementation, logistics, and Engineering in driving resolution to critical customer issues and drive process improvement initiatives.

**Requirements:**

  • 5 - 8 years of experience in technical support or a related field, with a strong background in troubleshooting and resolving complex technical issues for global customers in the product support space.
  • Deep understanding of APIs and Knowledge of database tables and SQL.
  • Proficiency in HTML, CSS, JavaScript Microsoft Excel and intermediate Python.
  • Ability to work independently with minimal supervision as a member of a team spanning multiple cultures and time zones.
  • Outstanding verbal and written communication skills, with the ability to explain technical concepts to technical and non-technical audiences.
  • Excellent analytical and problem-solving abilities, with a proven track record of resolving complex technical issues.
  • Strong customer service orientation, with a commitment to delivering exceptional support experience.
  • Readiness to work in India Night shift (US Day shift) and weekend shift as required.
  • Flexibility and agility with changing priorities and responsibilities in a fast-paced environment.
  • Ability to create and maintain detailed technical documentation, including knowledge base articles, troubleshooting guides, and best practices.