Support Engineer(IT)

We are looking for a Support Engineer with 01 year of experience to support our software products and EdTech modules. The candidate will be responsible for ticket management, application troubleshooting, module-level support, issue analysis, and coordination with Development, QA, and Implementation teams for timely resolution.

Freshers with good technical knowledge, logical thinking, and an interest in software products are encouraged to apply.

Key Responsibilities

• Manage and resolve software product-related support tickets raised by clients/users.
• Understand reported issues, analyze the problem, and provide appropriate solutions.
• Troubleshoot application and module-level issues in the EdTech product.
• Understand different product modules such as ERP, LMS, Admission, Academics, Examination, Finance, HRMS, CRM, etc.
• Reproduce reported issues and document clear steps to reproduce.
• Perform basic SQL/MySQL queries for data verification and issue analysis.
• Identify whether an issue is related to configuration, data, functionality, or a software bug.
• Escalate bugs and complex technical issues to the Development/QA team with complete details.
• Coordinate with the Implementation and Product teams for module-related issues.
• Follow up on tickets and ensure timely resolution as per defined SLA.
• Test resolved issues and confirm whether the reported problem has been fixed.
• Maintain proper documentation of tickets, solutions, and frequently occurring issues.
• Identify recurring issues and report them to senior team members for permanent resolution.
• Assist users/clients with understanding product functionality and module workflows.
• Prepare daily/weekly reports on tickets received, resolved, pending, and escalated.

Required Skills

• Basic knowledge of software applications and product support.
• Basic knowledge of SQL/MySQL.
• Good understanding of databases and data validation.
• Good troubleshooting and analytical skills.
• Ability to understand application workflows and business requirements.
• Good communication and client-handling skills.
• Ability to understand and document technical issues clearly.
• Basic knowledge of ticketing tools such as Jira, Freshdesk, Zoho Desk, ServiceNow, or similar is preferred.
• Willingness to learn EdTech products and different software modules.