Technical Support Engineer - Ticketing System

We are looking for a dedicated and technically skilled Technical Support Engineer to join our dynamic support team. This role demands a professional who is passionate about solving complex technical issues, delivering outstanding customer service, and collaborating with internal teams to continuously enhance the customer experience. Youll act as the technical point of escalation, helping both end-users and enterprise clients troubleshoot and resolve software, infrastructure, or application-related problems. Key Responsibilities : - Serve as the primary point of contact for resolving complex technical support tickets and escalations - Diagnose and troubleshoot system issues reported by customers in a timely and efficient manner - Provide expert-level support via email, chat, phone, or remote tools - Collaborate with engineering and product teams to resolve issues and ensure customer satisfaction - Maintain detailed documentation of issues, troubleshooting steps, and resolutions in the ticketing system - Contribute to internal knowledge base and help center articles - Monitor and manage SLAs to ensure timely resolution of customer issues - Participate in customer onboarding and training when needed - Assist in identifying and escalating potential bugs or major incidents - Support system upgrades, patches, and testing from a support perspective Required Skills & Qualifications : - 2 years of experience in technical support, system administration, or a related field - Strong troubleshooting skills with experience across OS (Windows/Linux/Mac), networks, and web applications - Hands-on experience with support ticketing tools (e.g., Zendesk, Freshdesk, Jira Service Desk) - Good knowledge of databases, SQL, REST APIs, and debugging tools - Familiarity with cloud platforms (e.g., AWS, Azure, GCP) is a plus - Ability to empathize with customers and provide a calm, professional experience even in high-pressure scenarios - Experience supporting enterprise clients or B2B SaaS products - Scripting knowledge (e.g., Python, Bash, PowerShell) - ITIL certification or knowledge of ITIL processes - Familiarity with DevOps tools and monitoring platforms (e.g., Grafana, Prometheus, Splunk) (ref:hirist.tech)

Location: bangalore, IN

Posted Date: 5/1/2025