Technical Support Engineer

Job Title: Technical Support Engineer

Location: Chennai, India

Job Type: Full-Time

Industry: Technology / Customer Support

Requirements

Responsibilities:

Respond to customer issues through calls, chats, and emails.

Configure, troubleshoot, and resolve customer issues.

Manage ticket lifecycle: creation, validation, troubleshooting, escalation, and closure within SLA guidelines.

Validate issues to eliminate false alarms and misunderstandings.

Probe for information to understand thoroughly and resolve issues.

Educate customers on new product features.

Analyze issues and create engineering bug/feature requests.

Escalate complex issues to the next level or engineering team as needed.

Maintain regular communication with customers on case progress.

Keep internal stakeholders informed and involved in case developments.

Monitor case statuses and update them with information from customers and internal teams.

Assist with configuring user profiles, permissions, alerts, and settings.

Create knowledge base articles to address gaps or introduce new processes.

Provide daily shift updates summarizing calls, emails, and chats.

Benefits

Skill Set and Requirements:

Excellent communication skills, both written and verbal.

Experience providing product or application support to customers in the US region.

Proficiency with CRM tools such as JIRA, Salesforce, Zoho Helpdesk, or ZenDesk.

Knowledge of basic Linux, networking, databases, or SaaS-based web applications.

Strong troubleshooting and analytical skills.

Familiarity with customer and technical support processes.

Ability to work in shifts in a 24/7 support environment.