Job Description:

ABOUT THE ROLE
Technical Support Engineers are the core delivery engine of the client's global Customer Support operation. Working from the Bangalore Centre of Excellence, these engineers investigate and resolve customer incidents across the client's full product portfolio, applying systematic troubleshooting techniques alongside AI-assisted tools to deliver accurate, timely resolutions. Beyond resolving individual cases, Technical Support Engineers are expected to actively contribute to the client's AI and automation transformation, capturing new knowledge, identifying patterns, and helping improve the self- service and automated support capabilities that will reduce recurring issues over time.

KEY RESPONSIBILITIES
• Investigate and resolve customer-reported incidents via the support portal, email, and other case channels, across the client's application and platform portfolio.
• Perform structured troubleshooting including log analysis, configuration validation, API testing, database queries, and environment diagnostics.




• Leverage AI-assisted tools and the knowledge base to accelerate case resolution and improve first-contact resolution rates.
• Document all case activity accurately and thoroughly, maintaining transparent customer communications and case history at every step.
• Escalate complex issues to Senior Technical Support Engineers with comprehensive investigation summaries and reproduction steps.
• Contribute new knowledge articles and troubleshooting guides to the team knowledge base after each case resolution.
• Identify patterns in recurring issues and surface them to senior engineers and team leadership for root cause and product improvement action.
• Participate in 24x7 follow-the-sun coverage rotations, including shift coverage for EMEA, Americas, and APAC time zones as required.
• Continuously develop product knowledge through structured training, self-study, and collaboration with the engineering and product teams.

REQUIRED QUALIFIC

📌 Technical Support Engineer (Bengaluru)
🏢 Mantras2Success
📍 Bengaluru