Job Summary
We are seeking a customer-focused and technically skilled Technical Support Engineer to join our remote team in India. In this role, you will provide technical assistance to customers by diagnosing and resolving software, hardware, and network-related issues. You will work closely with engineering, product, and customer success teams to ensure timely issue resolution and deliver an exceptional customer experience.

Key Responsibilities
• Provide technical support to customers via phone, email, chat, and remote support tools.
• Troubleshoot and resolve software, hardware, networking, and system-related issues.
• Respond to customer inquiries and support tickets within established service level agreements (SLAs).
• Diagnose technical problems and provide clear, step-by-step solutions.
• Escalate complex issues to engineering or higher-level support teams when necessary.
• Document customer interactions, troubleshooting steps, and resolutions in the ticketing system.
• Assist with software installation, configuration, upgrades, and system maintenance.




• Collaborate with product and engineering teams to identify recurring issues and recommend improvements.
• Create and maintain technical documentation, FAQs, and knowledge base articles.
• Monitor system performance and proactively identify potential issues.
• Stay updated on product features, software releases, and industry best practices.
• Ensure high levels of customer satisfaction through professional and timely support.

Qualifications
• Bachelor's degree in Computer Science, Information Technology, Electronics, or a related field, or equivalent work experience.
• 2+ years of experience in Technical Support, IT Support, Help Desk, or a similar role.
• Strong knowledge of Windows, Linux, and basic networking concepts.
• Experience supporting cloud-based applications, SaaS products, or enterprise software.
• Excellent troubleshooting and analytical skills.
• Solid verbal and written communication skills.

📌 Technical Support Engineer (India)
🏢 iConsultera
📍 India