Technical Support Engineer

4 days ago

Hyderabad, Telangana, India owow Full time ₹ 6,00,000 - ₹ 12,00,000 per year

Job Responsibilities

  • Take end-to-end ownership of technical product issues, including troubleshooting, identification of root cause, and issue resolution and communication.
  • Manage technical escalations to the appropriate teams, ensuring timely response and resolution in accordance with SLAs.
  • Actively monitor, diagnose, and triage issues. Liaise closely with the team to ensure effective handling towards successful resolution.
  • Provide timely responses to internal and external technical client inquiries.
  • Ability to follow and improve Incident Managements processes and procedures.
  • Work with engineering and Product Management teams for resolution of customer issues
  • Troubleshoot software, connectivity, API, checking logs, data feeds, sources

  • Applying L1 fixes, restart system if down, add missing entities and conducting L2 root cause investigation.

  • Liaising with internal tech team, 3rd party tech team and client tech team for L2 and L3 issues

  • If interested, eventually contribute code fixes for simple issues (not required)

Technical Competencies

  • High proficiency in SQL and RDBMS.
  • Must be proficient with analyzing log files and standard debugging concepts.
  • Familiarity with tools & practices of the trade such as incident management, knowledgebase, defect & escalation management.
  • Experience with modern monitoring and logging technologies – advantage

Non-Technical Competencies

  • Passion for solving customer issues in a fast-paced environment.
  • Strong problem solving and analytical skills.
  • Ability to effectively communicate to all levels and stakeholders - internally and externally on complex technical issues.
  • Ability to influence others and work effectively across departments in the organization.
  • Experience with marketing platforms such as Google/Facebook Ads (nice to have)

Minimum Qualifications:

  • Bachelor's Degree in Engineering or similar degree
  • 1-4 years of experience in customer-facing technical support (Web-based products or e-commerce preferred).
  • Good understanding of software applications, especially web-based applications & related technology.
  • Knowledge and understanding of SaaS-based applications. Hands-on experience would be an added advantage.

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