Role Overview
We are looking for a proactive and technically skilled Technical Support Engineer to join our team. The ideal candidate should have a strong technical foundation, excellent troubleshooting skills, and basic software development knowledge to help automate repetitive operational tasks and improve team efficiency. The role involves providing application support, managing incidents, analyzing data, collaborating with cross-functional teams, and identifying opportunities for automation and process improvements.
Key Responsibilities
- Provide L1/L2 application support and resolve technical issues within defined SLAs.
- Monitor, triage, and manage incidents, service requests, and problem tickets
- Perform root cause analysis (RCA) and coordinate with engineering teams for issue resolution.
- Support customer onboarding activities, data validation, and configuration tasks.
- Create and maintain operational dashboards, reports, and support documentation.
- Analyze logs, databases, and application data to troubleshoot production issues.
- Collaborate with Product, Engineering, Customer Success, and Operations teams to resolve customer issues.
- Identify repetitive manual tasks and build automation scripts/tools to improve operational efficiency.
- Develop and maintain internal utilities, scripts, and workflows for monitoring and reporting.
- Ensure timely communication and regular status updates to stakeholders.
- Maintain knowledge articles, SOPs, and troubleshooting guides.
- Participate in continuous process improvement initiatives.
Technical Skills
- Strong understanding of application support and production operations.
- Good knowledge of SQL for querying and analyzing data.
- Basic programming knowledge in Python, JavaScript, Java, or any modern programming language.
- Experience with scripting and automation is highly preferred.
- Understanding of REST APIs, JSON, and API testing tools such as Postman.
- Familiarity with Linux/Unix commands is an advantage.
- Experience with Excel, reporting tools, and dashboard creation.
- Basic understanding of databases and troubleshooting techniques.
- Knowledge of Git or version control systems is a plus.
Soft Skills
- Strong analytical and problem-solving abilities.
- Excellent communication and stakeholder management skills.
- Ability to work independently and manage multiple priorities.
- Quick learner with a continuous improvement mindset.
- Strong ownership and accountability.
Preferred Qualifications
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field.
- 0–2 years of experience in Technical Support, Application Support, Production Support, or a similar role.
- Experience working with SaaS products or enterprise applications is preferred.
- Exposure to automation, scripting, or workflow optimization projects will be an added advantage.
What We’re Looking For
- A technically strong individual who enjoys troubleshooting complex issues.
- Someone with a developer mindset who can identify manual processes and automate them.
- A team player who collaborates effectively across multiple functions.
- A proactive individual who takes ownership of incidents from identification through resolution.
- A candidate passionate about improving operational efficiency through technology and automation.
