Technical Support Engineer

Overview

RedBlackTree is a product development and technology services firm based in Chennai. We mainly work with startups from California and enterprise firms based in the US and Europe, helping them design, build and bring new products to market. We operate mainly in the healthcare, fintech, travel and manufacturing verticals.

We are seeking a skilled Technical Support Engineer to join our team. The ideal candidate is passionate about problem-solving, comfortable working with modern technologies, and capable of collaborating closely with engineering teams, product managers, and end-users to ensure a smooth product experience. This role requires strong communication skills, ownership, and the ability to manage and resolve technical issues efficiently.

Key Responsibilities

• Provide technical support through voice and non-voice channels.
• Collaborate with engineering and product teams to troubleshoot and resolve issues.
• Manage, track, and triage support tickets effectively using ServiceNow or similar ticketing systems.
• Investigate and diagnose software-related problems and drive resolutions.
• Maintain high-quality customer interactions with empathy and clarity.
• Perform basic database queries as needed for issue analysis.
• Ensure timely and accurate documentation of issues, resolutions, and follow-up actions.
• Support continuous improvement by identifying recurring issues and proposing process enhancements.

Required Skills & Experience

• 3+ years of experience in technical support or a related field.
• Strong experience with ServiceNow or any other ticket/issue management tools.
• Proven experience in voice and non-voice technical support environments.
• Solid understanding of troubleshooting methodologies for software products.
• Excellent spoken and written English communication skills.
• Ability to work effectively within cross-functional teams.
• Strong organizational skills with the ability to manage multiple issues simultaneously.
• Customer-focused mindset with strong empathy for users.
• Experience working with customers in international markets (US, Europe, Australia) is preferred.
• Knowledge of additional European languages is an advantage.
• Familiarity with basic database querying is a plus.