Technical Support Engineer - Ticketing System

Job Description :

We are seeking a Technical Support Engineer who will be responsible for managing, resolving, and escalating customer-reported technical issues using a ticketing system. You will play a vital role in ensuring customer satisfaction by providing timely, accurate, and effective resolutions for technical problems related to our software/platform.

This role is ideal for someone with strong problem-solving skills, attention to detail, and a passion for technology and customer success.

Key Responsibilities :

- Prioritize, categorize, and track tickets throughout the issue lifecycle-from triage to resolution or escalation

- Troubleshoot technical issues including software errors, integration problems, performance bugs, and UI glitches

- Perform log analysis, reproduce issues in test environments, and identify root causes

- Work closely with engineering/product teams for issue escalation and resolution of complex bugs

- Suggest temporary workarounds or fixes when immediate resolution is not possible

- Create, update, and maintain technical documentation, FAQs, and knowledge base articles

- Identify recurring issues and propose proactive solutions or feature improvements

- Monitor system health and alerts; initiate action for potential incidents or outages

- Provide clear, concise, and empathetic responses to customers, ensuring a positive experience

- Maintain SLAs (response/resolution times) and document all communications thoroughly

- Conduct follow-ups to confirm resolution and customer satisfaction

Qualifications & Skills :

- Bachelors degree in Computer Science, IT, Engineering, or a related field

- 1 - 4 years of experience in technical support or client-facing technical roles

- Hands-on experience with at least one ticketing system : Zendesk, Freshdesk, Jira Service Desk, Salesforce Service Cloud, etc.

- Strong understanding of web technologies, REST APIs, HTTP/S, and browser dev tools

- Basic knowledge of SQL, Linux commands, or log analysis tools is preferred

- Ability to read/debug JSON, XML, or JavaScript is a plus

- Strong verbal and written communication skills, especially for explaining technical concepts to non-technical users