Support Engineer

Position: Support Engineer
Location: Ahmedabad
Shift: US business hours
Employment Type: Full-Time
Experience: 2 to 5 years

About the Company

Altum is a Chicago-based technology consulting firm delivering cloud-native and AI-driven solutions to clients across industries including finance, healthcare, transportation, manufacturing, and insurance. Leveraging our proprietary AI platform, NiceFlow.ai, Altum enables organizations to accelerate digital transformation and achieve measurable business outcomes.
Altum fosters a culture of professionalism, collaboration, and continuous learning, offering employees meaningful opportunities for growth and long-term career development

About this role
We are looking for a Support Engineer with 2 to 5 years of experience to support our business applications and our US-based customers. You do not need to be a deep technical expert. You do need a solid understanding of how business systems work, a structured approach to troubleshooting, and clear communication skills. We provide structured training on our applications, tools, and support processes. This role works US business hours from our Ahmedabad office.
Key Responsibilities

• Provide Level 1 and Level 2 support for business applications to US-based customers and internal teams.
• Log, triage, and prioritize incidents and service requests in the ticketing tool, and see them through to resolution.
• Monitor application health, alerts, and dashboards, and escalate issues to the right team when needed.
• Follow documented troubleshooting steps and runbooks to resolve common issues.
• Coordinate with development, infrastructure, database, and business teams on issues that need deeper investigation.
• Assist with root cause analysis for recurring issues and suggest preventive measures.
• Communicate clearly with customers and stakeholders over email, chat, and calls, and provide regular status updates.
• Create and maintain support documentation, knowledge base articles, and standard operating procedures.
• Ensure compliance with SLAs and escalate proactively when an SLA is at risk.
• Participate in shift-based and on-call production support as required.

Skills Required

• 2to 5 years of experience in application support, technical support, or customer support roles.
• Good understanding of how software systems, databases, and integrations fit together at a conceptual level.
• Ability to follow troubleshooting steps and read basic application logs and error messages.
• Hands-on experience with a ticketing tool such as Jira, Azure DevOps, or similar.
• Strong written and spoken English, with the confidence to communicate directly with US-based customers.
• Analytical mindset, attention to detail, and a strong willingness to learn new systems.
• Ability to work independently during US business hours and manage priorities under pressure.

Preferred Skills

• Basic SQL knowledge for reading data and running simple queries.
• Familiarity with Windows or Linux environments.
• Basic understanding of APIs, web services, and system integrations.
• Exposure to ITIL concepts such as Incident, Problem, and Change Management.
• Prior experience supporting US or other international customers.

Qualifications

• Bachelors degree in any discipline; Computer Science, IT, or a related field is preferred.
• Willingness to work US time zone shifts on a consistent, long-term basis.

What We Offer

• Structured onboarding and hands-on training on our applications, tools, and support processes.
• Direct exposure to US-based customers and cross-functional teams.
• A clear growth path into senior support, application, or technical roles.

Employee Benefits & Growth Opportunities

• Altum offers a professional and supportive work environment with opportunities for career growth and skill development.
• Employees benefit from:
• Health insurance and employee well-being support
• Continuous learning and professional development opportunities
• Exposure to global clients and emerging technologies
• A collaborative culture that encourages ownership and innovation
• Long-term career growth aligned with organizational expansion

Altum is an equal opportunity employer.