Support Engineer

Job Summary :

The Support Engineer is responsible for providing technical support to customers and internal teams, resolving incidents within agreed SLAs, and ensuring high customer satisfaction. The role involves troubleshooting hardware / software or application issues, documenting solutions, and collaborating with development / infra teams for complex problems.

Key Responsibilities :

• Respond to customer / user queries via phone, email, chat, or ticketing system.
• Troubleshoot and resolve technical issues related to software, hardware, network, or cloud services.
• Perform root-cause analysis and provide workarounds or permanent fixes.
• Install, configure, and support applications, systems, or devices as per company products.
• Monitor incidents, update tickets regularly, and ensure closure within SLAs.
• Escalate complex issues to L2 / L3 or development teams with clear technical details and logs.
• Document known issues, solutions, and FAQs in knowledge base.
• Assist in deployments, upgrades, and basic maintenance tasks (e.g., patches, configuration changes).
• Communicate clearly with non-technical users and maintain a high standard of customer service.

Required Skills :

Good To Have :