Technical Support Executive

Technical Support Executive

Company: Contextine Software Pvt. Ltd. Location: Bavdhan, Pune (rotational shifts — day shift is work-from-office; early-morning and night shifts are work-from-home)

About Contextine

Contextine Software is an IT services and delivery partner providing technical support operations for an international client's AI-powered video security platform — covering a Linux-based NAS device, IP cameras and connected infrastructure.

About the Role

You'll be the frontline technical voice for an international customer base and their on-site field technicians, handling everything from device connectivity failures to camera and NAS troubleshooting over voice, live chat, tickets and email. This isn't a script-reading support role — it needs someone who can stay calm with a frustrated customer, actually reason through a networking or Linux problem, and keep ownership of an issue until it's resolved or properly escalated. Communication quality here is directly client-audited, so clear, professional English is as important as the technical chops.

What You Will Do

1. Support customers and field technicians via voice, live chat, tickets and email
2. Remotely guide field technicians through device, camera and system installations
3. Troubleshoot software, hardware, network and device-connectivity issues
4. Use remote-access tools and Linux commands to diagnose and resolve issues
5. Verify and correct network configurations (IP, subnet, gateway, DNS, VLAN, firewall) per client procedures
6. Maintain clear, ongoing updates and documentation until resolution or escalation

What We're Looking For

1. 2–3 years in technical support, deployment, solution delivery, service desk, NOC or similar customer-facing technical role, ideally from an IT Services & Consulting background
2. Strong, clear spoken and written English — comfortable directly handling international customers and technicians, including under pressure
3. Practical, hands-on exposure to networking fundamentals (IP addressing, DHCP, DNS, subnetting, VLANs, firewalls) — not just theoretical/academic knowledge
4. Comfortable with basic Linux commands and remote-access tools (SSH/RDP) — beginner level acceptable, trainable
5. Willing to work rotational shifts (day, early-morning, night) with 2 days off per week
6. Open to third-party background verification
7. B.E./B.Tech/BCA/B.Sc (Computer Science/IT) or equivalent technical qualification