JOB DESCRIPTION - TECHNICAL SUPPORT ENGINEER II

Role - Technical Support Engineer - II

Experience - 2 - 4 yrs

Department - Customer Excellence

Location - Hyderabad

About the Organization:
Allcloud is a Tech-Fin, an enabler for Fin-Techs. We build innovative Unified Lending technology for Banks and Financial Institutions to help them scale. Based in Hyderabad, India, we are a growing ISO 27001-certified company with 500+ Clients across Asia and Africa.

Having worked with 500+ Lenders across multiple geographies for 8 years, we have built expertise in Industry Best Practices for Lending. Our domain-specific solution can help lenders manage multiple loan products on a single unified platform.
- Responsibilities:
- Handle complex and escalated technical issues from customers, investigating problems, identifying root causes, and implementing timely solutions.
- Communicate professionally and empathetically with customers, understanding their needs, and providing clear explanations of technical issues and resolutions.
- Supervise and mentor the technical support team,



conducting regular performance evaluations, providing feedback, and fostering a positive and motivated work environment.
- Contribute to the creation and maintenance of a comprehensive knowledge base for technical support queries, enabling productive issue resolution and knowledge sharing within the team.
- Continuously assess and improve technical support processes, workflows, and tools to enhance overall efficiency and customer satisfaction.
- Collaborate with other departments, such as engineering and product development, to manage and escalate critical technical issues that require specialized attention.
- Identify training needs within the team and coordinate technical training sessions to ensure the support staff is well-equipped to handle customer inquiries effectively.
- Monitor and analyze technical support metrics, prepare reports on key performance indicators (KPIs) and present findings to se

📌 Technical Support Engineer (Hyderabad)
🏢 AllCloud
📍 Hyderabad