Job Title: Support Engineer

Experience - 6 Months to 3 Year

Job Summary: We are seeking a skilled and customer-focused Support Engineer to join our team. The ideal candidate will be responsible for troubleshooting technical issues, assisting clients with product inquiries, and ensuring a seamless support experience. This role requires excellent problem-solving skills, technical expertise, and strong communication abilities to handle customer interactions effectively.

Key Responsibilities:

- Technical Support:
- Provide first and second-level support for software, hardware, and network-related issues.
- Diagnose and resolve technical problems efficiently and escalate when necessary.
- Document issues, solutions, and troubleshooting steps for future reference.
- Client Handling:
- Serve as the primary point of contact for clients regarding technical support.
- Maintain positive relationships with clients by providing timely and effective resolutions.
- Understand client needs and offer guidance on product usage and best practices.
- Communicate updates, outages, or resolutions clearly and professionally.
- Collaboration & Communication:
- Work closely with development, product, and operations teams to address recurring issues.
- Provide feedback on product improvements based on customer interactions.
- Assist in creating technical documentation, FAQs, and knowledge base articles.
- Incident Management:
- Monitor, track,



and resolve support tickets within defined SLAs.
- Participate in root cause analysis for recurring issues.
- Implement and recommend improvements to support processes.
- Training & Documentation:
- Conduct client training sessions on product features and troubleshooting steps.
- Update and maintain technical support documentation.
- Stay up to date with the latest product developments and industry trends.

Required Skills & Qualifications:

- Bachelor's degree in Computer Science, IT, or a related field.
- 6 Months years of experience in technical support or a similar role.
- Robust troubleshooting skills in software, hardware, and network environments.
- Experience with ticketing systems and remote support tools.
- Excellent verbal and written communication skills.
- Ability to manage multiple client issues effectively and prioritize tasks.
- Knowledge of databases, scripting, and cloud technologies is a plus.
- Customer-focused mindset with the ability to handle escalations professionally.

Preferred Qualifications:

- Experience working in a fast-paced technical support environment.
- Familiarity with ITIL processes and best practices.
- Prior experience in a client-facing support role.

Job Type: Full-time

Pay: ₹15,000.00 - ₹35,000.00 per month

Benefits:

- Health insurance
- Paid time off
- Provident Fund

Shift:

- Day shift

Work Days:

- Monday to Friday

Work Location: In person

📌 Support Engineer (India)
🏢 Indigital Technologies
📍 India