Technical Support Engineer

9 hours ago

Bengaluru, Karnataka, India VitraAI Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role Overview:

As a Technical Support Engineer at , you will troubleshoot, diagnose, and resolve technical issues faced by users of our AI content tools (video, image, website translation & personalization). You will also provide proactive support, gather feedback, and contribute to product improvements.

Your success in this role will be measured by user satisfaction (e.g. CSAT / NPS), resolution times, and effective escalation of issues to engineering when needed.

Key Responsibilities:

  • Diagnose technical issues related to 's products , , , Translate.website), including but not limited to:


• Integration & API issues


• UI / UX bugs


• Performance / latency problems


• Language translation / localization anomalies


• File format or media compatibility problems

  • Reproduce customer problems (in staging or dev environments) and document steps to replicate.

  • Escalate complex or unresolved issues to engineering with full context, logs, screenshots, and priority assessment.

  • Track and monitor support tickets until closure; ensure SLAs are met.

  • Contribute to internal knowledge base / FAQs / support documentation / troubleshooting guides.

  • Collaborate with product, QA, and engineering teams to communicate recurring issues, feature requests, or enhancements.

  • Assist in on-boarding new customers from a technical perspective (setting up, integrations, customizations).

  • Participate in after-hours support rotations (if required) to provide coverage across time zones.

  • Analyze support metrics and user feedback; suggest process improvements to reduce recurring issues and raise efficiency.

Required Skills & Experience:

  • Bachelor's degree in Computer Science, Information Technology, Engineering, or related field (or equivalent experience).

  • 1+ years of experience in technical support, customer support engineering, or related role.

  • Strong problem-solving skills; ability to debug issues in web apps / SaaS / AI pipelines.

  • Familiarity with web technologies (JavaScript, HTML/CSS), REST APIs, JSON, HTTP, and general networking concepts.

  • Comfort working with logs, error tracing, debugging tools, and root cause analysis.

  • Excellent verbal and written communication skills; ability to explain technical topics to non-technical users.

  • Experience with ticketing systems and support workflows (SLA, escalation).

  • Strong empathy and patience in dealing with frustrated or non-technical end users.

  • Ability to work in a fast-paced, evolving startup environment.

  • Good organizational skills, attention to detail, and ability to multitask.

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