We are looking for a Technical Support Engineer with 4+ years of experience in providing global customer and technical support. The ideal candidate should have solid troubleshooting skills, experience handling enterprise customers, and expertise in incident management, application support, cloud technologies, and ticketing tools.

Key Responsibilities

- Provide L2 technical support to global customers via phone, email, and chat.
- Diagnose and resolve application, infrastructure, network, and product-related issues.
- Manage incidents, service requests, and escalations within defined SLAs.
- Perform root cause analysis (RCA) and recommend preventive measures.
- Work closely with Engineering, Product, and Development teams on complex issues.
- Monitor system performance and proactively identify potential issues.
- Maintain accurate documentation, knowledge base articles, and troubleshooting guides.
- Handle customer escalations and ensure high customer satisfaction.




- Participate in on-call and shift-based support operations.

Required Skills

- 4+ years of experience in Technical Support, Product Support, Application Support, or IT Support.
- Strong understanding of Incident, Problem, and Change Management processes.
- Experience with ticketing tools such as ServiceNow, Jira, Zendesk, Freshdesk, or Remedy.
- Hands-on troubleshooting of Windows/Linux environments.
- Basic networking knowledge: TCP/IP, DNS, DHCP, VPN, Firewalls.
- Experience supporting SaaS, Cloud, or Enterprise applications.
- Knowledge of SQL queries and log analysis.
- Excellent verbal and written communication skills.
- Ability to manage multiple high-priority incidents simultaneously.

Please share the resume - [email protected]

- Total Experience:
- Relevant Support Experience:
- Current Company:
- Current CTC:
- Expected CTC:
- Notice Period:
- Current Location:

📌 Technical Support Engineer (Gurugram)
🏢 Cai Info India
📍 Gurugram