Key Responsibilities

- Customer Technical Support
- Handle technical inquiries and issues reported by customers.
- Troubleshoot customer issues related to applications, APIs, configurations, integrations, and servers.
- Reproduce customer-reported problems in testing environments.
- Analyze application and server logs to identify the root cause of issues.
- Determine whether an issue is related to:
- Application bugs
- Configuration
- Infrastructure
- Database/data
- API integrations
- Network connectivity
- Customer usage
- Provide customers with clear technical instructions and solutions.
- Escalate confirmed software issues to the development team with complete technical details.
- Follow up on customer cases until resolution.
- Assist customers with technical configurations and integrations when required.
- Maintain proper documentation of customer cases and solutions.
- Handle urgent customer issues professionally and efficiently.
- Quality Assurance (QA)
- Perform manual testing of web, mobile, and backend applications.
- Test new features, enhancements, and bug fixes before production releases.
- Create and execute test cases, test scenarios, and testing checklists.
- Perform functional, regression, integration, and exploratory testing.
- Identify, reproduce, document, and track software bugs.
- Provide clear bug reports including:
- Steps to reproduce
- Expected behavior
- Actual behavior
- Screenshots or videos
- Application/server logs
- Setting information
- Verify resolved issues and perform regression testing after fixes.
- Test REST APIs using Postman, Swagger, cURL, or similar tools.
- Validate API requests, responses, authentication, HTTP status codes, and error handling.
- Perform basic database validation using SQL.
- Participate in release testing and production verification.




- Work closely with developers to reproduce and resolve technical issues.
- Customer Training
- Conduct professional product training sessions for new and existing customers.
- Conduct online customer training through platforms such as Microsoft Teams, Zoom, or Google Meet.
- Demonstrate product features, configurations, and workflows.
- Explain technical and functional concepts in clear and understandable language.
- Conduct customer onboarding sessions.
- Prepare training presentations, documentation, user guides, and demonstrations when required.
- Answer customer questions during live training sessions.
- Adapt training based on the customer's technical knowledge and requirements.
- Provide training on newly released features and product updates.
- Ensure customers understand how to correctly use and configure the system.
- Collect customer feedback and communicate relevant requirements or concerns internally.
- Coordinate with development and technical teams when advanced customer questions require additional investigation.

English & Communication Requirements

Excellent English is mandatory for this position.

The candidate must have

- Excellent spoken English.
- Very good written English.
- Strong listening and comprehension skills.
- Confidence communicating directly with international customers.
- Ability to conduct complete customer training sessions in English.
- Ability to explain complicated technical concepts in simple English.
- Skilled email and business communication skills.
- Strong presentation skills.
- Confidence during online meetings and screen-sharing demonstrations.
- Ability to professionally answer unexpected customer questions during live meetings.
- Ability to communicate effectively with both technical and non-technical customers.

📌 Technical support and QA Engineer (New Delhi)
🏢 Ark Trader, by Ark Technologies
📍 New Delhi