Technical Support Engineer

Posted - April 13, 2026

Job Description

We are looking for a Technical Support Engineer to join our team and provide exceptional support to customers using our software products. In this role, you will act as the first line of defense for troubleshooting technical issues, ensuring customer satisfaction, and enabling smooth product adoption. You will work closely with engineering, QA, and product management teams to resolve complex problems and contribute to improving the overall customer experience.

Key Responsibilities:

Provide tier-1 and tier-2 technical support to customers via email, phone, and ticketing systems.
Diagnose, troubleshoot, and resolve issues related to software installation, configuration, integrations, and usage.
Collaborate with the engineering team to reproduce, document, and escalate critical bugs or performance issues.
Maintain accurate documentation of reported issues, resolutions, and known problems in the knowledge base.
Guide customers in using product features effectively, including configuration best practices and workflow optimization.
Monitor and respond to system alerts, logs, and diagnostic tools to identify potential problems.
Contribute to support process improvements and suggest enhancements for product usability and reliability.
Deliver timely updates to customers regarding issue status, ensuring high customer satisfaction.

Qualifications & Requirements:

Bachelor’s degree in computer science, Information Technology, or related field (or equivalent practical experience).
Proven experience (2–4 years) in technical support, system administration, or software troubleshooting roles.
Good understanding of operating systems (Windows/Linux), networking fundamentals, and databases (SQL).
Hands-on experience with log analysis, monitoring tools, or ticketing systems (e.g., Jira, Zendesk, ServiceNow).
Excellent problem-solving and analytical skills with a customer-first mindset.
Strong communication skills (verbal and written) with the ability to explain complex technical concepts clearly.
Basic understanding of infrastructure concepts such as Docker and Kubernetes (no deep expertise required,
but ability to understand and support related queries is expected).
Basic familiarity with at least one programming language or framework e.g. C#, .NET, Angular, APIs, cloud
platforms, and enterprise software integrations.
Foundational understanding of software development concepts to effectively understand and support the
product.

Nice To Have Skills

Exposure to enterprise IT environments such as ERP, WMS, or CRM systems.
Prior experience in supporting SaaS or integration platforms.