Job Title: L1 Technical Support Engineer

Role Overview

As an L1 Technical Support Engineer, you will be the first point of contact for users (insurance agents and partners) using our digital platforms.

Your role is to help users with day-to-day issues, including:

- Application-related problems
- Login and access issues
- General platform usage queries

You will ensure users can smoothly access and use all our services, not just specific applications.

Key Responsibilities

1. User Support &

• Troubleshooting

- Handle incoming support requests via chat, email, or ticketing tools
- Provide basic troubleshooting and "how-to" guidance
- Support users across multiple internal applications and platforms
- Assist with common issues like login errors, system usage, and navigation

2.

Ticket

Management

- Log and track issues in ticketing tools (Zendesk, Jira, etc.)
- Identify if the issue is user error, system issue, or data-related
- Escalate complex issues to internal teams (L2/L3, product, or relevant departments)

3. User Access &

• Account Support

- Help with password resets and account access issues
- Resolve MFA (Multi-Factor Authentication) problems




- Manage basic user permissions and profile-related concerns

4. Coordination &

• Escalation

- Work with internal teams for issue resolution
- Route tickets to the correct departments when required
- Ensure proper follow-up and closure of issues

5.

Knowledge

Base &

• Documentation

- Maintain proper ticket updates and documentation
- Identify common issues and contribute to FAQs / help guides

Required Skills

- 1–3 years of experience in Technical Support / Help Desk
- Valuable communication skills (spoken & written)
- Basic troubleshooting and problem-solving skills
- Familiarity with ticketing tools (Zendesk, Jira, or similar)
- Basic understanding of web applications (browser, cache, login issues)
- Experience with user account support (password reset, access issues)
- Ability to handle both technical and general queries
- Willingness to learn and adapt to new systems

Nice to Have

- Experience with CRM tools
- Exposure to LMS (Learning Management Systems)
- Experience in FinTech / InsurTech domain

📌 Support Engineer (Bengaluru)
🏢 Trigent Software
📍 Bengaluru