Technical Support Engineer – Night Shift (Rotational)

We are looking for a technical support engineer to join our team in Gurgaon (hybrid) and help keep our production systems healthy through the night. This is a night-shift role, primarily graveyard hours (10:00 PM – 7:00 AM IST), rotating between two team members. You will be the first line of response for production alerts, incident triage and customer-facing technical issues outside regular business hours, making sure AiD ASH products and platforms keep delivering for our customers around the clock.

Monitor application health and respond to alerts across production systems during your shift

Own incident management – identify, triage and drive incidents to resolution, escalating to the right team when needed

Investigate issues using logs and database queries to find the root cause

Track tickets against SLA commitments and flag anything at risk of breach

Draft clear, accurate responses to customers and internal stakeholders, and join customer calls as needed

Freshers with strong technical fundamentals are welcome, as are candidates with 1–2 years of experience in technical/production support, L1/L2 support, or a similar ticket-driven role

Comfortable with SQL – able to query and reason about data

Ability to read and troubleshoot API/backend logs and errors (HTTP status codes, request/response payloads)

Working knowledge of Jira – ticket triage and writing clear technical updates

Strong communication – written (customer-facing responses, engineering coordination) and verbal (comfortable getting on calls directly with customers)

Willingness to work primarily night shifts (10:00 PM – 7:00 AM IST) on a rotational basis, with a hybrid setup from Gurgaon.

We are proud to be an equal-opportunity employer. We are committed to embracing diversity and inclusion in our hiring practices, and we promote a work environment where everyone, from any race, color, religion, sex, sexual orientation, gender identity, or national origin, can do their best work.