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
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
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)
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
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
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 current 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