About Us –
upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a recent digital-first learning experience to deliver tangible career impact to individual sat scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.
Designation – Technical Support Engineer
Work Location – Bangalore
About the Role -
We’re looking for a Technical Support Engineer who can serve as the first line of defense for diagnosing, solving, and escalating technical issues faced by our customers. You’ll bridge the gap between our product and users, providing high-quality support, debugging technical problems, and ensuring a seamless user experience.
You should be technically curious, customer-obsessed, and capable of solving problems across a broad tech stack.
Key Responsibilities -
Provide timely and effective technical support via email, chat, and calls
Troubleshoot issues related to APIs, integrations, performance, and access
Reproduce customer issues and document bugs for escalation to engineering
Write knowledge base articles, FAQs, and documentation to reduce incoming queries
Collaborate with engineering and product teams to resolve recurring issues
Monitor support dashboards and meet defined SLAs and CSAT goals
Assist in onboarding and training users where required
Identify patterns and provide feedback for continuous product improvement
Must-Have Skills -
1 - 3 years of experience in technical/customer support or engineering roles
Strong problem-solving and troubleshooting abilities
Experience with support tools (e.g., Zendesk, Freshdesk, I