Technical SupportSTPI Building B Block Ground Floor, SrinagarOn-site

Roles & Responsibilities

- Provide L1 technical support to enterprise customers through chat, tickets and email.
- Understand customer-reported issues, identify the nature of the problem and collect the required technical information.
- Perform initial troubleshooting using established SOPs, knowledge base articles and troubleshooting procedures.
- Analyze basic application information, logs, error messages and system responses.
- Perform initial technical checks and determine whether an issue requires further investigation.
- Monitor and manage customer issues according to defined SLA and support procedures.
- Escalate issues requiring deeper technical investigation to L2/NOC/Development/Network teams with complete technical details.
- Ensure escalations contain relevant timestamps, customer information, error details, logs/evidence and troubleshooting already performed.
- Follow up on open issues and maintain transparent communication with customers.
- Maintain accurate ticket history and troubleshooting documentation.
- Identify recurring problems and highlight them to the relevant technical or product teams.
- Coordinate with internal teams during service-impacting incidents and customer escalations.

Required Skills

Required Skills:



Basic understanding of SMPP and SMS messagingBasic understanding of HTTP / HTTPS and REST APIsBasic understanding of SMTP / IMAPBasic TCP/IP and networking conceptsUnderstanding of IP addressesportsDNS and connectivityBasic Linux/Unix command-line knowledgeAbility to read and understand application/system logsBasic troubleshooting and incident analysisStrong written and verbal communicationStrong analytical and critical thinking skillsGood customer handling and documentation skills

Additional Notes

This position is focused on B2B enterprise technical support for a telecom/SaaS product. Excellent English communication, critical thinking, analytical ability and problem-solving skills are mandatory. The candidate should be technically curious, have an R&D; mindset, and enjoy understanding how systems, protocols and products work. Candidates should be willing to research unfamiliar issues and learn beyond predefined support procedures. Experience in SaaS, Telecom, CPaaS, SMS, SMPP, enterprise technology support, NOC or Technical Operations is preferred. Experience with a global or nationally established technology/telecom company is an advantage. D2C/B2C customer service, non-IT product support and internships will not be considered relevant experience. Candidates must be comfortable working from office in a structured support environment.

Job Overview

Job TypeOn-site

CategoryPermanent

SeniorityJunior Level

Experience1.5

Positions10

SalaryCompetitive

PostedAug 19, 2026

📌 Product Support Engineer (India)
🏢 Almuqeet Systems
📍 India