Technical Support Engineer - Ticketing System

Description : About the Role :

As a Technical Support Engineer, you will be the frontline technical expert helping customers troubleshoot, resolve, and optimize their use of our products and services.

You will diagnose complex issues, provide timely resolutions, and work closely with engineering and product teams to ensure a seamless customer experience.

This role blends technical troubleshooting, customer communication, and problem-solving skills ideal for someone passionate about technology and customer satisfaction.

Key Responsibilities :

• Act as the primary point of contact for customers experiencing technical issues.
• Troubleshoot, diagnose, and resolve product-related problems through tickets, chat, email, or video calls.
• Reproduce reported issues, identify root causes, and provide effective solutions or workarounds.
• Escalate critical or complex issues to engineering teams, ensuring detailed documentation and smooth handoff.
• Maintain ownership of customer issues through resolution, ensuring timely follow-ups and clear communication.
• Investigate issues related to software installations, configurations, integrations, and APIs.
• Analyze logs, databases, or backend systems to isolate and identify potential causes of issues.
• Use debugging tools and system monitoring utilities to gather data for issue analysis.
• Collaborate with developers to validate bugs, verify fixes, and test patches or updates.
• Assist customers with onboarding, configuration, and product best practices.
• Contribute to and maintain technical documentation, FAQs, and knowledge base articles.
• Provide feedback to the product and engineering teams on recurring issues, usability improvements, and feature requests.
• Conduct product demos or training sessions when required.
• Follow and improve internal support workflows, escalation protocols, and SLAs.
• Track, document, and report customer issues and trends to management.
• Strive for high customer satisfaction (CSAT) and first-contact resolution (FCR) rates.

Qualifications : Education :

Bachelors degree in Computer Science, Information Technology, Engineering, or a related field (or equivalent experience).

Experience :

Technical Skills :

(ref : hirist.tech)