Technical Support Engineer (L2)

Overview

We are seeking a skilled Technical Support Engineer to join our team in providing exceptional technical support to our clients. This role demands strong communication skills, excellent problem-solving abilities, and a solid technical background to work effectively with both customers and internal teams.

Roles and Responsibilities:

• Manage and resolve complex technical issues using the Jira ticketing system.
• Respond to critical incidents during assigned shifts and document root causes.
• Monitor and troubleshoot SaaS and on-premises applications.
• Collaborate with cross-functional teams to resolve complex issues.
• Escalate critical issues appropriately and follow up until resolution.
• Provide clear and timely updates to customers and internal teams.
• Document technical solutions and maintain knowledge base articles.
• Maintain service level agreements (SLAs) for incident response and resolution.
• Adapt quickly to emerging situations and changing priorities.

Qualifications and Experience:

• Educational Qualification: B.Tech / M.Tech.
• Experience with ticketing systems (preferably Jira).
• Willingness to work in a 24/7 rotational shift schedule, including nights and weekends.
• On-call responsibilities during assigned shifts.
• Excellent written and verbal communication abilities.
• Strong problem-solving and analytical skills.
• Ability to work effectively under pressure with good time management.
• Self-motivated with a strong desire to learn.
• Male candidates preferred due to mandatory night shift requirements.

Job Types: Full-time, Permanent, Contractual / Temporary, Fresher

Pay: ₹150,000.00 - ₹200,000.00 per year

Benefits:

• Provident Fund

Shift:

• Rotational shift

Work Days:

• Monday to Friday

Work Location: In person