Mindtickle - Technical Support Engineer

Responsibilities :

- Participating in escalation management and product support practice development activities.

- Diagnose and resolve day-to-day technical support issues.

- Escalate issues to leads where necessary.

- Responsible for assuring the appropriate use of deployments in all locations.

- Provide remote support to users in other regions when issues are escalated as P1

- Adhere and actively work to maintain standards.

- Provide effective basic user training and Key user inductions.

- Monitor and perform health checks on deployments and equipment for all locations on a periodic basis.

- Responsible for logging and tracking defects that have been identified and escalating them to the corresponding software engineering leads.

- Reporting faults and maintaining records on server and site outages.

- Submit weekly reports to the Regional/global team for highlighted issues affecting deployments within the region.

- Assuring governance compliance.

- Prepare documents, meeting materials, and correspondence.

- Perform basic administrative support duties as required to meet specific operational objectives.

- Assist with daily on-call support as and when required or as assigned by the Regional/global development team.

- Work extra hours to meet deadlines, as required and where reasonable.

- Ensure that a high level of customer service and support is provided to all stakeholders and deployment sites.

Requirements :

- Extensive knowledge of computer hardware systems.

- Experience with system installation, configuration, and analysis.

- Extensive experience working with Linux OS (Ubuntu).

- Experience installing and configuring computer systems and applications for a large company.

- Good knowledge of shell scripting.

- Knowledge of Python programming to write simple scripts is desirable.

- Self-motivated, proactive, and problem-solving aptitude.

- Build and maintain real-time dashboards for key metrics: CSAT, SLA adherence, resolution time, ticket deflection, etc.

- Partner cross-functionally with Product, Engineering, and Customer Success to influence roadmap and resolve root causes.

- Champion the voice of the customer internally and close the loop with actionable feedback.

- Promote knowledge sharing through documentation, postmortems, and internal forums to scale expertise and reduce time to resolution.

- Drive continuous upskilling through training and career development programs.
Recruit, retain, and develop top-tier support talent with deep technical acumen and service excellence.

Strong Technical Depth :

- Deep understanding of modern SaaS architecture, cloud-native infrastructure (AWS), APIs and webhook frameworks, SSO and authentication protocols (OAuth, SAML), 3rd Party Integrations, enterprise data platforms, and analytics ecosystems.

- Able to engage confidently with Engineering and Product teams in root cause investigations, and platform escalations.

- Brings the ability to translate complex technical concepts into clear business

Operational Excellence :

- Experience with tools like Salesforce, Freshworks, OData, and Reporting/BI Tools.

- Familiarity with ITIL, CS Ops frameworks, and AI-based support models is a plus; experience in scaling metrics, dashboards, and support processe