Customer Technical Support Engineer

Customer Technical Support Engineer – Job Description

Job Location : Bengaluru

Experience Required : 1-2 years

Job Type : Full-Time

Industry : IT | Software | SaaS | Technical Support

Role Category : Technical Support / Customer Success

Functional Area : Customer Support / IT Support

Job Summary

We are seeking a Customer Technical Support Engineer to provide high-quality technical support to customers via email, chat, calls, and remote sessions. The role involves troubleshooting software, applications, and system issues, ensuring timely resolution, and delivering an exceptional customer experience.

Key Responsibilities

• Provide Level 1 / Level 2 technical support for software, products, and services.
• Troubleshoot application issues, network problems, configuration errors , and system-level queries.
• Handle support requests via tickets, phone, chat, and email within defined SLAs.
• Diagnose and resolve issues using logs, monitoring tools, debugging steps , and product knowledge.
• Escalate unresolved issues to engineering or senior support teams with detailed analysis.
• Guide customers through setup, installation, configuration, and product usage.
• Document known issues, solutions, FAQs, and technical articles in the knowledge base.
• Collaborate with development, QA, and product teams to resolve recurring technical problems.
• Monitor customer environments proactively and suggest improvements where needed.
• Ensure high customer satisfaction by delivering prompt, professional, and accurate solutions.

Required Skills

Preferred Skills

Education

Key Competencies

Why Join Us

Skills Required

Software, Network, Macos, Dns, Dhcp, Vpn, Firewalls, Azure, Servicenow, zendesk, Splunk, Datadog, Grafana, Powershell, Json, Log Analysis