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 workingAttractive salary + bonusMedical insuranceTotal 35 paid holidaysEmployee engagement activitiesTraining & Development plans for individualsSponsorship for certificationsMonthly and Annual Awards.Requirements
Experience Requirement : Intermediate Communication Skills (Written, Spoken, Verbal). (Mandatory for hiring) Basic network fundamentals (how TCP / IP, HTTP / S, SSL, DNS, OSI model, etc. works). (Mandatory for hiring) Intermediate log understanding and analysis. (Mandatory for hiring) Basic of client / server architecture, communication between client<>
server. (Mandatory for hiring) Debug network / console logs in Browsers. (Mandatory for hiring) Basic understanding of how Restful API works. (Mandatory for hiring) Basic of programming languages (Java / JS / HTML / CSS) (Good to have) E-Commerce domain knowledge. Qualifications and Education Requirements Diploma / Bachelors degree in Computer Science or equivalent education from reputed institution
