Technical Support Engineer

Role & responsibilities

• Provide Level 1/Level 2 technical support to customers via email, chat, phone, and ticketing systems.
• Troubleshoot application, software, network, and system-related issues.
• Analyze logs, error messages, and system behavior to identify root causes.
• Reproduce reported issues and coordinate with Development, QA, and Infrastructure teams for resolution.
• Monitor and manage support tickets according to SLA requirements.
• Document troubleshooting steps, resolutions, and known issues in the knowledge base.
• Assist with application installations, configurations, upgrades, and deployments.
• Perform basic database queries and data validation when required.
• Use monitoring and diagnostic tools to identify system issues.
• Escalate complex or critical issues to the appropriate technical teams.
• Follow up with customers and provide clear, timely updates until issues are resolved.
• Identify recurring problems and recommend improvements to reduce support incidents.

Preferred candidate profile