Support Engineer

Responsibilities:

• Provide technical support for enterprise software applications.
• Troubleshoot complex product, application, and infrastructure-related issues.
• Analyse application logs, system logs, and error reports to identify root causes.
• Investigate issues involving Linux, databases, networking, APIs, and cloud environments.
• Work closely with Engineering teams to reproduce issues and validate fixes.
• Manage incidents and service requests through ticketing systems while meeting SLA commitments.
• Perform root cause analysis (RCA) and document solutions in the knowledge base.
• Communicate effectively with customers through email, phone, and web meetings.
• Handle customer escalations professionally and provide regular status updates.
• Participate in shift rotations and support global customers across multiple time zones.

Requirements:

• 5-10 years of experience in Technical Support, Product Support, or Application Support.
• Experience supporting enterprise software products in a customer-facing environment.
• Strong Linux troubleshooting skills.
• Working knowledge of SQL/Oracle databases and ability to write basic SQL queries.
• Understanding of REST APIs, JSON, and API troubleshooting.
• Experience working with application and server logs.
• Exposure to cloud platforms such as AWS, Azure, or GCP.
• Familiarity with networking fundamentals (HTTP/HTTPS, DNS, TCP/IP, SSL).
• Experience with ticketing tools such as ServiceNow, Jira, Zendesk, or similar.
• Knowledge of scripting languages such as Shell, Python, or PowerShell is an added advantage.
• Excellent analytical, troubleshooting, and problem-solving skills.
• Strong verbal and written communication skills with experience supporting global customers.

Preferred Qualifications:

• Bachelor's degree in computer science, Information Technology, or a related field.
• Experience working in a SaaS or enterprise product company.
• Familiarity with ITIL processes and incident management.
• Exposure to monitoring and logging tools is an advantage.