Customer Support Engineer

Senior / Customer Support Engineer

Job Summary

We are looking for a proactive, customer-focused Senior Customer Support Engineer to handle customer queries, incidents, and service requests. You will provide timely resolutions and help maintain a high level of customer satisfaction. The ideal candidate is comfortable working rotational shifts, including night shifts, managing multiple priorities, and supporting global customers.

Key Responsibilities

• Handle customer queries, incidents, and service requests through email, phone, and ticketing systems.
• Provide timely, effective resolutions while supporting customer satisfaction and adherence to SLAs.
• Monitor, track, and manage support tickets, ensuring appropriate follow-up and closure within defined timelines.
• Collaborate with internal technical, product, and delivery teams to support faster issue resolution.
• Maintain accurate documentation of customer interactions, known issues, and solutions.
• Participate in shift handovers to support continuity of service.
• Identify recurring issues and contribute to process improvements and knowledge-base updates.
• Handle high-priority situations and escalations professionally.

Qualifications

• Skills: Excellent verbal and written communication skills; experience with ticketing and incident-management tools such as JIRA, ServiceNow, or Zendesk; basic troubleshooting and analytical skills; SLA management and escalation-handling experience; and the ability to manage multiple priorities in high-volume environments.
• Education: Bachelor's degree in any discipline preferred.
• Attributes: Customer-focused, proactive, resilient under pressure, collaborative, adaptable to rotational and night shifts, and detail-oriented.

Benefits

• Competitive salary with shift allowances.
• Health insurance coverage.
• Career growth opportunities in support operations.
• Training and development programs.