Technical Support Engineer

6 days ago

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

Position: Technical Support Engineer

Location: Bangalore

Working Days: Monday to Friday

Experience Required: 2-7 years

Client: Platform to automate legal dosuments

What You'll Do
  • Act as the first line of technical support for customer-reported issues, ensuring timely resolution and high-quality service.
  • Comfortable debugging using tools from cloud platforms like gcp and aws.
  • Log, track, and prioritize issues; work with product and engineering teams to ensure fixes are implemented.
  • Resolve escalated customer complaints independently, minimizing the need for further intervention.
  • Document troubleshooting and resolution steps for recurring issues.
  • Monitor support channels, analyze errors, and provide quick, accurate diagnoses.
  • Address urgent issues quickly and within agreed SLAs.
  • Collaborate with developers to investigate complex product problems and provide detailed feedback.
  • Write basic scripts (e.g., Shell, Python, PHP, Ruby) to automate repetitive tasks or data checks.
  • Run SQL/Postgres queries to diagnose and resolve data-related issues.
  • Develop a deep understanding of SpotDraft's products to support customers effectively.
  • Identify recurring issue patterns and propose product improvements or automations.
  • Assist in onboarding new customers by providing technical guidance and resolving setup issues.
What we're looking for
  • Solid knowledge of Unix/Linux systems.
  • Experience writing SQL/Postgres queries for debugging and support.
  • Hands-on experience with scripting languages (Bash, Python, PHP, Ruby) preferred.
  • Excellent troubleshooting and problem-solving skills.
  • Ability to think analytically, connect multiple events, and identify root causes.
  • Strong communication skills to explain technical issues clearly to both technical and non-technical stakeholders.
  • Ability to navigate and debug code at a basic level (small fixes, tracing errors).
Our Core Values

Our business is to delight Customers

Be Transparent. Be Direct

Be Audacious

Outcomes over everything else

Elevate each other

Be Passionate. Take Ownership.

Be 1% better every day

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