Roles and Responsibilities

- Develop a strong working understanding of the Engage product its features, workflows, and use cases to support customers effectively and speak to the product with confidence.

- Ability to read, understand and communicate complex technical information in a simple, easy-to-understand manner.

- Ability to express ideas in an organized, articulate and concise manner, both in writing and verbally.

- Respond to customer queries and tickets quickly, ensuring rapid turnaround times without compromising on quality of resolution.

- Explain technical flows and product functionality clearly to both technical and non-technical stakeholders.

- Gathering information, doing research, and performing scope analysis for customer issues.

- Efficiently multi-task and handle multiple customer requests from various sources at the same time.

- Technical hands-on troubleshooting, including parsing logs and following stack traces.

- Work cross-functionally with both client-facing and engineering teams.

- Stay up to date with internal processes, tools, and product updates.

- Perform production support activities, including assignment of issues, issue analysis, and resolution within specified SLAs.

- Provide daily support with resolution of escalated tickets and technical leads to ensure issues are resolved in a timely manner.

- Suggest fixes to complex issues through thorough root cause and impact analysis.





- Coordinate with the Application Development Team to resolve issues on production.

- Identify and document technical problems, ensuring timely resolution.

- Respond to emails and incident tickets, maintaining issue ownership end-to-end.

- Prioritize workload to provide timely and accurate resolutions.

Ideal Candidate Profile

- Strong product understanding, or the ability to quickly develop one, with a genuine interest in learning the Engage platform in depth.

- Excellent communication skills clear, confident, and able to explain technical concepts and flows to customers of varying technical ability.

- Quick and responsive approach to customer queries, with a sense of urgency and ownership.

- Self-motivated, with the ability to multitask efficiently.

- Communication skills backed by strong technical knowledge of relational databases, any scripting language, networking, and the UNIX platform.

- Ability to troubleshoot issues independently.

- Good knowledge of SQL, NoSQL, UNIX, and relational databases.

- A Bachelor's Degree in Computer Science with a minimum of 1 year of experience in technical customer support.

- Good knowledge of Java, Python, log analysis, REST APIs, and Postman.

- Identifying and documenting technical problems for integration projects, ensuring timely resolution.

- Collaborate with Sales or Customer Success teams as needed.

📌 Technical Support Engineer (Gurugram)
🏢 Shiprocket
📍 Gurugram