Technical Support Engineer

Role overview

Workplace and employment

• The role is hybrid and full-time in Noida, India.

What you will do

• Manage service desk tickets by logging, categorizing, and prioritizing incoming requests.
• Provide first-level support, troubleshoot technical issues, and guide users through solutions.
• Investigate system, codebase, and database issues and turn problems into engineering change requests.
• Modify JavaScript or Kotlin components to patch issues, tune systems, and propose improvements.
• Coordinate issue resolution with senior engineers, analysts, and cross-functional teams.
• Document root causes, impacts, action plans, risk mitigations, and communication plans for compliance reporting.
• Create technical documentation, user guides, FAQs, and troubleshooting procedures.
• Identify recurring issues and recommend improvements to reduce support requests.

Requirements

• At least 2 years of professional or personal technical support experience focused on customer-facing issues.
• Technical proficiency in software and database troubleshooting, code reading, and logic flow analysis.
• Excellent communication skills for explaining technical concepts to non-technical users.
• Ability to manage competing requests, prioritize effectively, and work under pressure.
• Ability to work independently and collaboratively with senior engineers and other teams.
• Familiarity with Git, service desk systems, AWS, REST APIs, Python, Linux, and Terraform.

Required skills

• Strong SQL knowledge for querying and analyzing databases during troubleshooting.
• Experience with service desk ticketing systems such as JIRA Service Desk, Zendesk, Freshdesk, or similar.
• Experience with programming languages such as Kotlin, JavaScript, and Python.
• Basic Python or Bash scripting and API client tooling such as Postman.
• Proficiency with remote support techniques and technical documentation.