Customer Support Engineer

We are seeking a Support Engineer to join our logistics technology team. The Support Engineer will be responsible for monitoring, investigating, and resolving customer-reported issues received through Freshdesk.

Key ResponsibilitiesAct as the first line of support for customer tickets raised on Freshdesk.Acknowledge and triage incoming tickets within 15 minutes of receipt.Investigate issues using provided Transfer IDs and internal tools / logs.Provide accurate and timely resolutions to customer issues within the SLA window.Document issue details, troubleshooting steps, and resolution notes in the ticketing system.Maintain clear communication with customers, ensuring they are informed about issue status and resolution timelines.Identify recurring issues and provide feedback to product and development teams for long-term fixes.Monitor and ensure system uptime and proactive issue detection using available dashboards / tools.Participate in rotational 24x7 shifts, including weekends and holidays, to ensure continuous coverage. Required Skills and QualificationsBachelor’s degree in Computer Science, Information Technology, or a related field.2–5 years of experience in technical support, application support, or production support roles.Strong analytical and troubleshooting skills.Familiarity with Freshdesk or similar ticketing platforms (Zendesk, Jira Service Desk, etc.).Exposure to REST APIs, log analysis is preferred.Experience in logistics, supply chain, or transportation management systems is an added advantage.Excellent written and verbal communication skills in English.Ability to work independently and manage multiple tickets efficiently under time constraints. Nice to HaveUnderstanding of incident management and escalation processes.Previous experience working in 24x7 support environments.