**Department** Support **Employment Type** Full Time **Location** India **Workplace Type** Hybrid **Shape the Future of Work with Eptura** At Eptura, we're not just another tech company-we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. **Job Description** As a Frontline Support Engineer at Eptura, you will be the first point of contact and a trusted partner for clients seeking assistance. You will deliver outstanding customer support across phone, email, and in-app channels while developing deep expertise in Eptura's software suite. You'll become a master of our software and a guru of our clients' needs, ensuring every support request is resolved with care and expertise. This role is perfect for someone with exceptional people skills, a love for problem-solving, and a desire to make a real impact. **Responsibilities** + **Passionate Support** : Be the enthusiastic voice of Eptura, delivering best-in-class global customer support. + **Technical Expertise** : Provide top-notch technical support through chat, phone, and emails, triaging and escalating support tickets with professionalism. + **Problem-Solver:** Perform problem analysis and isolate issues with minimal oversight, crafting creative solutions and workarounds. + **Multitasker:** Juggle a heavy workload of chat, email, and phone contacts, always prioritizing client satisfaction. + **Knowledge Guru:** Become a subject matter expert in our products and services, communicating solutions positively to customers. + **Quality Champion:** Adhere to quality guidelines around case notes, communication, and timeliness, ensuring every interaction is top-notch. + **Bug Buster:** Identify and submit software bugs and new feature requests,



collaborating with the engineering team to improve our offerings. + **Team Player:** Work closely with Tier 2 Technical Support Representatives, enforcing incident management procedures and verifying hotfixes. + **Meeting Maven:** Participate in weekly department meetings and internal discussions, sharing insights and feedback. + **Documentation Pro:** Create valuable end-user and internal knowledge base documentation to support our clients and team members. **About You:** + 2+ year of experience supporting SaaS software in client or technical support role (required). + Hands-on experience with SQL Server (desired). + Exposure to cloud environments (desired). + Basic understanding of Single Sign-On (SSO) concepts (desired). + Basic knowledge of API troubleshooting (desired). + Robust customer service mindset with a genuine passion for helping others. + Excellent verbal and written communication skills, able to explain technical concepts to any audience. + Ability to build and maintain strong working relationships with customers, partners, and internal teams. + Strong technical aptitude with proven troubleshooting and problem-solving skills. + Proficiency using computers and related software applications. + Demonstrated ability to learn new technologies quickly and adapt to evolving environments. + Highly organized, self-motivated, and capable of managing time effectively. + Understanding of the software development lifecycle (SDLC) and end-user support processes. **Benefits** + Health insurance fully paid-Spouse, children, and Parents + Accident insurance fully paid + Flexible working allowance + 25 days holidays + 7 paid sick days + 13 public holidays + Employee Assistance Program **Eptura Information** + Follow us on Twitter | LinkedIn | Facebook | YouTube + At Eptura, we believe strong teams are built through collaboration, flexibility, and a range of perspectives grounded in skill and experience. We strive to create an environment where people can do their best work, contribute meaningfully, and grow alongside our business.

📌 Support Engineer (Gurugram)
🏢 Eptura
📍 Gurugram