Key Responsibilities

- Handle and resolve technical issues escalated by the L2 support team.

- Ensure timely and effective resolution of tickets based on defined workflows, priority, and severity.

- Maximize issue resolution independently, minimizing dependency on L4/R&D; teams.

- Adhere to committed SLAs for all reported issues.

- Follow ticketing SOPs and ensure complete technical details are captured before escalating issues to R&D.;

- Comply with the internal escalation matrix based on issue severity and resolution timelines.

- Maintain and share accurate site-specific technical documentation, including updates on new product lines and features from R&D;, with the Client Service team.

- Support Client Success Managers (CSMs) in building a technically competent team of Assistant Client Service Managers and Service Engineers.

- Create, track, and analyze software and hardware component reliability metrics for all installations.





- Develop predictive frameworks to identify potential failures and implement preventive measures proactively.

Required Skills & Qualifications

- B.Tech degree in Computer Science, Information Technology, Electronics, or a related field.

- Minimum 6 months of experience in a 24x7 Software Support role.

- Hands-on experience with Linux/Unix environments.

- Strong knowledge of SQL.

- Experience or solid understanding of scripting using Python and/or Shell scripting.

- Excellent verbal and written communication skills.

- Strong analytical, troubleshooting, and problem-solving abilities.

- Willingness to work in rotational shifts.

Preferred Qualifications (Good To Have)

- Willingness to travel internationally as required.

- Valid B1/B2 Visa is an added advantage.

📌 Engineer - Software Support (Gurugram)
🏢 GreyOrange
📍 Gurugram