Support Engineer
Support Engineer
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Job Description
Responsibilities:
Provide exceptional functional and technical support to application users resolving technical issues efficiently and effectively.
Collaborate with internal teams like development and product to ensure optimal user experience and product functionality.
Create and maintain clear concise and wellorganized documentation to empower users with selfservice capabilities.
Compile and submit weekly and monthly reports summarizing support efforts including key metrics and trends.
Help resolve software and technical questions for the customer efficiently and effectively.
Gather the required information necessary in order to best handle customer software and technical inquiries.
Manage customer expectations regarding estimated response times for issue resolution.
Resolving the issues through Phone chat and email communication channels.
Own customer technical issues from initial report to resolution communicating with customers regularly regarding issue status.Document solutions for knowledgebase and bring new ideas for innovation and automation excellence into the Support team.
Technical Skills:
Strong experience in troubleshooting and resolving technical issues especially with SaaS products.
Experience in analysing technical logs and writing basic SQL queries for data extraction.
Proficient in support ticketing systems.
Excellent written and verbal communication skills enabling clear explanation of technical aspects to diverse audiences.
Ability to work independently and selforganize prioritizing tasks efficiently within a fastpaced environment.
Ability to work in night shift. 6:30 PM 3:30 AM IST)
Employment Type
Full Time
