Technical Support Engineer

Technical Support Engineer

We are (Software Development-IT) looking for an experienced Technical Support Engineer to join our team and collaborate with very good English communication skills and directly coordinate with the Singapore / Malaysia client. The ideal candidate will be responsible for promptly addressing customer issues and providing support while playing a key role in developing and optimizing customer support processes. The ideal candidate is a problem solver with exceptional communication skills, a strong technical background, and a passion for delivering outstanding customer experiences.

Designation: Technical Support Engineer

Qualification: AnyEngineering Graduates / UG / PG Graduates with Technical Support Engineer experience

Gender: Male / FemaleCandidates

Experience: Minimum of 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment

Job Location: Work From Home (Remote)

Working Time: 7:30am to 4:30pm / 4:30pm to 12:30am

Job Type: Full Time | Permanent Job | Sat & Sun – week off

Job Description & Skill Set:

Technical Support Engineer

Responsibilities:

• Provide support for all technical queries from customers related to our multi-product platform via email and other asynchronous channels.
• Diagnose and resolve technical issues related to call routing, IVR flows, integrations (CRM, ticketing systems), APIs, and platform configurations.
• Collaborate with cross-functional teams, such as Product Development, Engineering, and Sales, to ensure effective issue resolution and timely customer feedback.
• Identify recurring issues and propose solutions or escalate them to prevent or · minimize future occurrences.
• Help develop, document, and continuously improve support processes, ensuring efficiency, consistency, and scalability.
• Assist in training new team members on support protocols, product knowledge, and troubleshooting techniques.
• Proactively gather customer feedback and insights to improve our products, services, and overall technical support experience.
• Maintain detailed records of customer interactions, inquiries, complaints, and resolutions using our CRM system.
• Collaborate with the product development team to relay customer feedback and contribute to the improvement of our products based on user needs.
• Proactively stay well-informed with the different product releases, project timelines, and company/team updates to ensure the accuracy and relevance of information shared with customers or team members

Requirements:

• Strong understanding of VoIP, SIP, WebRTC, and cloud telephony concepts.
• Experience with contact center platforms (e.g., Genesys Cloud, Five9,
• Talkdesk, NICE CXone, Amazon Connect).
• Familiarity with APIs, scripting (Python, JavaScript, CURL commands), and cloud infrastructure (AWS – Debugging & troubleshooting using CloudWatch).
• The capability to evaluate and focus on in-depth problem analysis of our products and their integration into enterprise-wide mixed environments, as well as replicate and detail for referral to Senior Support where required
• Familiarity with features, troubleshooting techniques, and administration tasks on Microsoft Windows is good to have

RESTRICTED

• Working experience with the following: Help Center / knowledge bases, Microsoft Teams is an advantage.
• At least 2 years of experience in a technical software environment. Preferably within a startup or fast-paced environment.
• Excellent written and verbal communication skills, with the ability to convey complex technical information in a clear and understandable manner.
• Detail-oriented with exceptional organizational and multitasking abilities to manage multiple customer inquiries simultaneously.
• Familiarity with CRM software and support ticketing systems (Atlassian – Jira)
• Ability to work independently and collaboratively within a team, demonstrating a proactive and self-motivated attitude.
• Ability to work shifting schedules

Job Types: Full-time, Permanent

Pay: ₹900, ₹1,200,000.00 per year

Benefits:

• Health insurance
• Internet reimbursement
• Leave encashment
• Paid sick time
• Paid time off

Work Location: In person