Technical Support Engineer - Ticketing System

Job Description :

We are seeking a Technical Support Engineer who will be responsible for managing, resolving, and escalating customer-reported technical issues using a ticketing system. You will play a vital role in ensuring customer satisfaction by providing timely, accurate, and effective resolutions for technical problems related to our software / platform.

This role is ideal for someone with strong problem-solving skills, attention to detail, and a passion for technology and customer success.

Key Responsibilities :

• Respond to and manage customer inquiries via the ticketing system (e.g., Zendesk, Freshdesk, Jira Service Desk)
• Prioritize, categorize, and track tickets throughout the issue lifecycle-from triage to resolution or escalation
• Troubleshoot technical issues including software errors, integration problems, performance bugs, and UI glitches
• Perform log analysis, reproduce issues in test environments, and identify root causes
• Work closely with engineering / product teams for issue escalation and resolution of complex bugs
• Suggest temporary workarounds or fixes when immediate resolution is not possible
• Create, update, and maintain technical documentation, FAQs, and knowledge base articles
• Identify recurring issues and propose proactive solutions or feature improvements
• Monitor system health and alerts; initiate action for potential incidents or outages
• Provide clear, concise, and empathetic responses to customers, ensuring a positive experience
• Maintain SLAs (response / resolution times) and document all communications thoroughly
• Conduct follow-ups to confirm resolution and customer & Skills :
• Bachelors degree in Computer Science, IT, Engineering, or a related field
• 1 - 4 years of experience in technical support or client-facing technical roles
• Hands-on experience with at least one ticketing system : Zendesk, Freshdesk, Jira Service Desk, Salesforce Service Cloud, etc.
• Strong understanding of web technologies, REST APIs, HTTP / S, and browser dev tools
• Basic knowledge of SQL, Linux commands, or log analysis tools is preferred
• Ability to read / debug JSON, XML, or JavaScript is a plus
• Strong verbal and written communication skills, especially for explaining technical concepts to non-technical users

(ref : hirist.tech)