Senior / Customer Support Engineer

Job Summary

We are looking for a proactive, customer-focused Senior Customer Support Engineer to handle customer queries, incidents, and service requests. You will provide timely resolutions and help maintain a high level of customer satisfaction. The ideal candidate is comfortable working rotational shifts, including night shifts, managing multiple priorities, and supporting global customers.

Key Responsibilities
Handle customer queries, incidents, and service requests through email, phone, and ticketing systems.
Provide timely, effective resolutions while supporting customer satisfaction and adherence to SLAs.
Monitor, track, and manage support tickets, ensuring appropriate follow-up and closure within defined timelines.
Collaborate with internal technical, product, and delivery teams to support faster issue resolution.
Maintain accurate documentation of customer interactions, known issues, and solutions.
Participate in shift handovers to support continuity of service.




Identify recurring issues and contribute to process improvements and knowledge-base updates.
Handle high-priority situations and escalations professionally.

Qualifications
Skills: Excellent verbal and written communication skills; experience with ticketing and incident-management tools such as JIRA, ServiceNow, or Zendesk; basic troubleshooting and analytical skills; SLA management and escalation-handling experience; and the ability to manage multiple priorities in high-volume settings.
Education: Bachelor's degree in any discipline preferred.
Attributes: Customer-focused, proactive, resilient under pressure, team-oriented, adaptable to rotational and night shifts, and detail-oriented.

Benefits
Competitive salary with shift allowances.
Health insurance coverage.
Growth opportunities opportunities in support operations.
Training and development programs.

📌 Customer Support Engineer Chennai (India)
🏢 Softeon
📍 India