Support Engineer 1

Act as the primary support contact for customers by responding to questions through phone, email, or online support channels. Diagnose and resolve basic technical issues related to assigned software products while ensuring timely and effective customer service. Escalate complex problems to senior support engineers and collaborate with cross-functional teams to achieve successful resolutions. Accurately document customer interactions, service requests, and troubleshooting steps, while contributing to internal knowledge resources and support documentation. Assist internal stakeholders with customer-related technical concerns and continuously develop product knowledge. Utilize support tools, automation, and AI-powered solutions to identify root causes, improve issue resolution, and recommend enhancements to support processes and best practices.

Technical Support & Customer Service Serve as the first point of contact for customers, responding to technical queries through phone, email, chat, or other communication channels. Build positive customer relationships by providing timely, professional, and effective support. Resolve basic product-related issues by diagnosing problems and guiding customers through appropriate solutions. Technical Troubleshooting & Issue Resolution Investigate, reproduce, and analyse reported technical issues using standard troubleshooting techniques and available resources. Test potential solutions and validate fixes before communicating them to customers. Keep customers informed on the progress of their service requests and ensure issues are resolved satisfactorily. Escalate complex or unresolved cases to senior engineers or specialized teams when required. Work closely with experienced team members to identify recurring defects and contribute to reporting product reliability or maintenance issues. Documentation & Knowledge Management Maintain accurate records of customer interactions, troubleshooting activities, and issue resolutions. Use existing knowledge articles and troubleshooting documentation to improve support efficiency. Contribute to the development and enhancement of internal knowledge base articles and support documentation. Collaboration & Technical Development Continuously expand knowledge of assigned products, customer environments, and related technologies. Collaborate with internal teams to resolve customer issues and provide technical assistance when needed. Share relevant findings and support information to improve team effectiveness. Process Improvement & Automation Utilize automation tools and AI-assisted technologies to identify root causes and streamline troubleshooting. Recommend improvements to support processes, workflows, documentation, and best practices based on operational experience and customer feedback. Performance & Service Excellence Monitor personal support performance against established service metrics and quality standards. Focus on delivering accurate, efficient, and customer-centric technical support while continuously improving technical and communication skills.

0 to 2+ years

Interview Preparation document : https://drive.google.com/file/d/1W7RX3aETRf5Tjn10eBKTNZVm8GHfp5zD/view?usp=sharing

1st Round : Online Assessment 2nd Round : Coding Round 3rd Hr Round