Role Overview :
We are looking for skilled Software Engineers who are passionate about solving customer-reported issues. This role focuses on triaging, investigating, and resolving customer tickets with a mix of case work, small enhancements, and defect fixes . You’ll work across front-end, back-end, or full-stack areas depending on team needs and use AI tools to speed up issue resolution and improve customer satisfaction.
Key Responsibilities :
- Resolve customer-reported issues with speed, accuracy, and empathy.
- Collaborate with support, product, and engineering teams to fix problems effectively.
- Work on small stories and bug fixes while maintaining code quality and stability.
- Communicate directly with customers when needed, ensuring professionalism and clear updates.
- Use AI tools (e.g., GenAI, RAG pipelines, ServiceNow AIA Studio) to assist in debugging and automating tasks.
- Document fixes and contribute to internal knowledge bases for future reference.
Required Skills :
Strong communication and customer-handling skills.Proficiency in React (front-end) and Java (back-end) ; full-stack experience preferred.Experience in technical troubleshooting or customer support engineering .Familiarity with AI tools used in engineering workflows.Ability to manage multiple cases independently and efficiently.Preferred Qualifications :
IC3 : 5–8 years of experience in software development or support engineering.IC4 : 8–11 years of experience with proven ownership of customer-facing issues and mentoring experience.Exposure to Agile tools (Jira, GitHub, Confluence).Experience with low-code or AI-assisted development environments .