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Associate Technical Support Engineer

The Commerce Team Globalvadodara, India

7 hours ago

Job description

Roles and Responsibilities

1. Customer Support & Technical Issue Handling

Deliver timely and customer-focused support through email, phone, or ticketing systems.
Assist in diagnosing and troubleshooting common technical issues related to web platforms, APIs, and integrations, under guidance.
Escalate complex issues to senior engineers while ensuring accurate documentation.
Maintain professionalism, empathy, and clarity in all client communications.

2. Incident Monitoring & Response

Monitor alerts, acknowledge incidents, and follow standard operating procedures.

Participate in rotational shifts (day / evening / night) with mentorship from senior engineers.

Support in providing incident updates and status communications.

Contribute to documenting incident details and learnings.

3. Documentation & Knowledge Building

Maintain structured records of customer interactions and troubleshooting steps.

Contribute to internal FAQs, knowledge bases, and troubleshooting guides.

Share observations on recurring issues with senior team members for further analysis.

4. Collaboration & Teamwork

Work closely with engineering, QA, DevOps, and product teams to assist in resolving customer issues.

Actively participate in team discussions, training sessions, and knowledge-sharing forums.

Learn by shadowing senior engineers during live incidents and bridge calls.

5. Product Familiarity & Continuous Learning

Undergo structured training on platform features, APIs, and eCommerce ecosystem.

Build foundational skills in log analysis, debugging, and client-server architecture.

Stay curious and continuously expand technical skills under mentorship.

Requirements

Must-have :

Good communication skills (written and verbal).

Basic understanding of networking fundamentals (HTTP / S, TCP / IP, DNS, SSL).

Awareness of client-server architecture and web concepts.

Willingness to work in 24x7 rotational shifts.

Critical Skill : Strong willingness to learn and self-learning capability – ability to research, practice, and adopt new skills quickly.

Adaptability and resilience – able to adjust to changing technologies, workflows, and customer needs.

Problem-solving mindset – curiosity to explore root causes rather than applying quick fixes.

Good to have :

Basics of RESTful APIs and tools like Postman.

Exposure to HTML, CSS, JavaScript.

Awareness of eCommerce systems (payment gateways, OMS, CDN).

Interest in learning about application security fundamentals.

Qualifications and Education Requirements

B. Tech or equivalent degree

Benefits

5 Days a week working

Attractive salary + bonus

Medical insurance

Total 35 paid holidays

Employee engagement activities

Training & Development plans for individuals

Sponsorship for certifications

Monthly and Annual Awards.

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Technical Support Engineer • vadodara, India

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