Support Engineer 1

As a Technical solution Analyst I, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used. including capturing log files , querying tables, updating database fields and cycling servers. Documentation of notes, activities, resolutions, and knowledge articles through out the investigation lifecycles. By prioritizing work based on severity. you will strike a balance between client and business needs. Collaborating among and cross teams ensures that issues are addressed by the appropriate individual.

We encourage candidates from all backgrounds to apply.

Career Level - IC1

Basic Qualifications:

• A minimum of 0-2 year experience and a bachelor's degree including:
• An academic qualification in computer science engineering, information systems, software engineering, or a related field.

Preferred Qualifications:

• 0-2 year experience in application support, client/customer support, incident management, problem management and change management.
• Knowledge on SQL,
• Readiness to work during the shift from 5.30PM to 2.30AM IST.
• Outstanding interpersonal abilities and adapt at efficient communication with collaborators across various regions of the globe.

Prospective employees need to be ready to work in different shifts and provide on-call support.

We encourage candidates from all backgrounds to apply.

Key Responsibilities

• Customer Support & Issue Resolution: Handle customer-reported technical issues, perform initial troubleshooting, identify root causes, and provide timely resolutions or workarounds.
• Incident & Change Management: Own support tickets from initial investigation through resolution, ensuring proper prioritization, documentation, and regular customer updates.
• Technical Troubleshooting: Analyze application logs, configurations, system behavior, and error messages to diagnose software, infrastructure, integration, and configuration-related issues.
• Escalation Management: Identify issues requiring advanced expertise and escalate them to senior support, engineering, or product teams with complete diagnostic information.
• Customer Communication: Communicate clearly and professionally with customers regarding issue status, troubleshooting steps, expected actions, and resolution.
• SLA Compliance: Work according to defined response and resolution SLAs, prioritizing critical and high-impact customer issues appropriately.
• Documentation & Knowledge Management: Document troubleshooting procedures, known issues, resolutions, and lessons learned; contribute to internal knowledge-base articles and runbooks.
• Cross-functional Collaboration: Work closely with engineering, QA, operations, product, and other support teams to investigate and resolve complex customer issues.
• Monitoring & Proactive Support: Monitor alerts and recurring issues, identify patterns, and raise potential product or operational problems before they cause broader customer impact.
• Continuous Learning: Build technical expertise in supported products, tools, architectures, and troubleshooting techniques while incorporating feedback from senior engineers.
• Process Improvement: Identify opportunities to improve support workflows, troubleshooting efficiency, automation, documentation, and overall customer experience.
• Shift/Operational Support: Participate in assigned support rotations, handovers, and operational activities to ensure continuity of customer support.

  Additional Responsibilities (as needed)

• Problem Management: Identify recurring incidents and common failure patterns, perform preliminary root cause analysis (RCA), and work with engineering/product teams toward permanent fixes.
• Knowledge Management: Create, review, and maintain knowledge articles, troubleshooting guides, FAQs, SOPs, and runbooks based on resolved issues and lessons learned.

• SLA & KPI Management: Monitor assigned cases against SLA targets and contribute to operational metrics such as response time, resolution time, backlog, reopen rate, and customer satisfaction.

Career Level - IC1