About Us
Effy (Rayles and Roobie Technologies Pvt. Ltd.) is a Chennai-based custom software development company and Freshworks Premium System Integration Partner, building integrations, middleware/APIs, and marketplace apps for clients across fintech, retail, media, and legal sectors. This role owns quality assurance across all client integrations and Freshworks marketplace apps and also acts as the technical point of contact for support requests raised by clients, customers, and partners making this a hybrid QA and technical support/customer success role.
About the Role:
We are looking for a customer-focused and technically inclined Technical Support Engineer to join our team. This role is ideal for freshers and candidates with up to 2 years of experience who have good communication skills, an interest in troubleshooting technical issues, and a willingness to learn.
You will be responsible for handling customer support tickets, participating in customer calls, performing initial debugging, and providing timely responses to customer queries. As we work with customers across the UK and US, strong English communication skills are essential.
Knowledge transfer and guidance will be provided to help you understand our applications and handle customer issues independently.
Key Responsibilities:
- Handle customer support tickets, investigate reported issues, and provide timely responses and updates.
- Attend customer calls and communicate professionally with customers across the UK and US.
- Perform L1 troubleshooting and initial debugging of application-related issues.
- Test APIs using tools such as Postman and validate API requests and responses.
- Use Browser Developer Tools to inspect network requests, analyze console errors, and troubleshoot application issues.
- Explain technical issues and troubleshooting steps clearly to both technical and non-technical customers.
- Document investigation findings, error messages, logs, and troubleshooting steps in support tickets.
- Escalate complex issues to the development team with relevant technical details.
- Follow up on open tickets and coordinate with internal teams to ensure timely resolution.
- Learn our products and applications through internal knowledge-transfer sessions and apply the knowledge to customer support activities.
Required Skills:
- Good verbal and written English communication skills.
- Confidence in communicating with international customers.
- Basic understanding of REST APIs, HTTP methods, status codes, and JSON.
- Familiarity with API testing tools such as Postman.
- Basic knowledge of Browser Developer Tools, especially Console and Network tabs.
- Good analytical, troubleshooting, and problem-solving skills.
- Ability to understand technical problems and explain them in easy terms.
- Good documentation, ticket management, and follow-up skills.
Preferred Skills:
- Basic knowledge of JavaScript or any scripting knowledge.
- Familiarity with HTML, CSS, and web applications.
- Understanding of client-server architecture and API integrations.
- Internship, academic project, or prior experience in technical support or application support is an added advantage.
Additional Preferred Skills - AI Tools
- Basic familiarity with AI tools such as ChatGPT (GPT), Claude or Cursor etc.
- Ability to use AI tools to assist with technical troubleshooting, error analysis, understanding API responses, and identifying potential solutions.
- Willingness to learn and leverage AI-powered tools to improve productivity and problem-solving efficiency.
- Basic understanding of how to use AI tools to analyze code snippets, browser console errors, and technical documentation.
- Who Can Apply?
- Freshers and candidates with 0–2 years of experience.
- Candidates interested in technical support, application troubleshooting, and API testing.
- Individuals with strong communication skills and a willingness to learn new technologies.
If you enjoy solving problems, helping customers, and working with technology, we'd love to hear from you!
📌 Technical Support Engineer (Chennai)
🏢 effy
📍 Chennai