Mindtickle - Technical Support Engineer

Responsibilities :

• Participating in escalation management and product support practice development activities.
• Diagnose and resolve day-to-day technical support issues.
• Escalate issues to leads where necessary.
• Responsible for assuring the appropriate use of deployments in all locations.
• Provide remote support to users in other regions when issues are escalated as P1
• Adhere and actively work to maintain standards.
• Provide effective basic user training and Key user inductions.
• Monitor and perform health checks on deployments and equipment for all locations on a periodic basis.
• Responsible for logging and tracking defects that have been identified and escalating them to the corresponding software engineering leads.
• Reporting faults and maintaining records on server and site outages.
• Submit weekly reports to the Regional / global team for highlighted issues affecting deployments within the region.
• Assuring governance compliance.
• Prepare documents, meeting materials, and correspondence.
• Perform basic administrative support duties as required to meet specific operational objectives.
• Assist with daily on-call support as and when required or as assigned by the Regional / global development team.
• Work extra hours to meet deadlines, as required and where reasonable.
• Ensure that a high level of customer service and support is provided to all stakeholders and deployment :
• BE / BTech with a minimum of 2+ years of experience.
• Extensive knowledge of computer hardware systems.
• Experience with system installation, configuration, and analysis.
• Extensive experience working with Linux OS (Ubuntu).
• Experience installing and configuring computer systems and applications for a large company.
• Good knowledge of shell scripting.
• Knowledge of Python programming to write simple scripts is desirable.
• Self-motivated, proactive, and problem-solving aptitude.
• Build and maintain real-time dashboards for key metrics : CSAT, SLA adherence, resolution time, ticket deflection, etc.
• Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes.
• Champion the voice of the customer internally and close the loop with actionable feedback.
• Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution.
• Drive continuous upskilling through training and career development programs.

Recruit, retain, and develop top-tier support talent with deep technical acumen and service Technical Depth :

(ref : hirist.tech)