Technical Support Engineer - Ticketing System

About the Role :

We are looking for a Technical Support Engineer to join our growing support and reliability team. Youll be on the front lines of helping customers and internal teams resolve complex technical issues, triage incidents, and improve support processes and system reliability.

This role requires a mix of technical troubleshooting, operational awareness, and customer empathy. Youll monitor production systems, handle escalations, manage incidents, and work closely with engineering and DevOps to keep our systems healthy and our users happy.

Key Responsibilities :

• Monitor and respond to incoming support tickets, live production alerts, and automated incident notifications.
• Triage and investigate system errors, application issues, or infrastructure problems reported by customers or monitoring tools.
• Escalate complex or unresolved issues to the appropriate engineering or DevOps teams, ensuring smooth and timely handoffs.
• Take ownership of incident communication, providing real-time updates to internal stakeholders and external customers.
• Document solutions, workarounds, and troubleshooting guides to improve internal runbooks and customer-facing documentation.
• Analyze recurring incidents to identify root causes, propose permanent fixes, and contribute to system reliability improvements.
• Participate in on-call rotations, post-incident reviews, and blameless retrospectives.
• Continuously enhance monitoring, alerting, and support workflows through automation and tooling.

Required Technical Skills :

Experience with observability tools such as :

(ref : hirist.tech)