Technical Support Engineer Bengaluru Hybrid
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Job Location:
Monthly Salary:
Posted on:
3 hours ago
Vacancies:
1 Vacancy
Job Summary
Role Overview
Detailed Responsibilities
This role is a key customer-facing position spanning support customer success and consulting. The Technical Support Engineer will help customers maximize the value of the product by addressing software and hardware challenges resolving issues and contributing to knowledge resources. The role also involves continuous learning and skill development to better serve both the organization and its customers.
Responsibility Breakdown| Responsibility Area | Description | % of Time |
|---|---|---|
| Troubleshooting & Support | Diagnose and resolve user issues respond to customer support tickets | 60% |
| Consulting | Recommend improvements to help customers optimize product usage | 10% |
| Documentation | Maintain records of issues and solutions for future reference | 30% |
- Develop in-depth knowledge of the product
- Respond to customer queries in a timely accurate and empathetic manner
- Diagnose issues and provide efficient technical solutions
- Promote and advocate the product in customer interactions
- Create and maintain clear documentation for internal and external use
- Translate customer interactions into actionable feedback for CSAT/NPS and product improvements
- 1 2 years of experience working with cloud-native applications in a customer-facing role
- Hands-on experience with ServiceNow
- Strong communication and collaboration skills with the ability to build customer relationships
- Experience with coding or scripting languages and ability to analyze error logs
- Strong analytical and problem-solving skills with a data-driven mindset
- Creative resourceful and proactive approach to challenges
- Goal-oriented with a strong motivation to achieve results
- Ability to think strategically while executing tactically
