We are looking for a proactive and highly communicative Tech Support / Platform Support Engineer lead to join our team. The ideal candidate will have hands-on experience in technical support across platforms, strong analytical skills, and the ability to troubleshoot issues effectively. Familiarity with JavaScript or related tech stacks will be a strong advantage.

Roles & Responsibilities :

- Provide L1/L2 technical support lead for platform-related issues, ensuring timely resolution and minimal disruption to end-users.

- Act as the first point of contact for users/customers experiencing technical issues or inquiries.

- Troubleshoot platform errors, escalate issues when necessary, and follow through to resolution.

- Collaborate with cross-functional teams including development, QA, and product teams to ensure a consistent and efficient support process.

- Maintain clear documentation of issues, solutions, and best practices in knowledge bases.

- Participate in client calls, status updates, and incident reviews as required.

- Monitor platform performance and report anomalies proactively.

- Provide support during deployment activities, patch updates, and incident management.

- Maintain SLAs and ensure quality in support delivery.

Required Skills & Qualifications :

- Bachelor's degree in Computer Science, Engineering, or related field (or equivalent work experience).

- 5+ years of experience in technical support or platform support roles.

- Strong understanding of support processes, ticketing systems (e.g., ServiceNow, Jira), and incident
management.

- Excellent verbal and written communication skills - able to clearly articulate technical concepts to
non-technical stakeholders.

- Basic to intermediate knowledge of JavaScript and familiarity with front-end or back-end JavaScript
frameworks (Node.js, React, etc.) is a plus.

- Experience working with SaaS platforms, APIs, or cloud-based environments is preferred.

- Ability to work in a fast-paced, customer-facing environment.

- Strong troubleshooting and problem-solving skills.

- Willingness to work in shifts or provide on-call support (if applicable).