Role & responsibilities

- Provide Level 1/Level 2 technical support to customers via email, chat, phone, and ticketing systems.
- Troubleshoot application, software, network, and system-related issues.
- Analyze logs, error messages, and system behavior to identify root causes.
- Reproduce reported issues and coordinate with Development, QA, and Infrastructure teams for resolution.
- Monitor and manage support tickets according to SLA requirements.
- Document troubleshooting steps, resolutions, and known issues in the knowledge base.
- Assist with application installations, configurations, upgrades, and deployments.
- Perform basic database queries and data validation when required.
- Use monitoring and diagnostic tools to identify system issues.
- Escalate complex or critical issues to the appropriate technical teams.
- Follow up with customers and provide explicit, timely updates until issues are resolved.
- Identify recurring problems and recommend improvements to reduce support incidents.

Preferred candidate profile

📌 Technical Support Engineer (Mumbai)
🏢 Micropoint Computers
📍 Mumbai