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.
Solid 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 (Positive To Have)
Willingness to travel internationally as required.
Valid B1/B2 Visa is an added advantage.

📌 Engineer Software Support Gurugram
🏢 GreyOrange
📍 Gurugram