Technical Support Engineer - AMER
Investigate client inquiries and provide white-glove assistance via phone, email, or chat. Provide first response to technical issues, resolve them where possible, triage and escalate unresolved issues, track inquiries through resolution, maintain playbooks, manage multiple open inquiries, and participate in an on-call rotation. This role requires working onsite Monday to Friday at the Bangalore office during AMER hours, 8:30 PM IST to 4:30 AM IST.
Responsibilities
- Investigate client inquiries and provide white-glove assistance via phone, email, or chat
- Provide first response to technical issues and solve them where possible
- Triage and escalate unresolved issues to appropriate internal teams
- Track customer inquiries through resolution while maintaining timely communication
- Develop and maintain technical and non-technical playbooks
- Prioritize and manage several open inquiries at one time
- Maintain a high bar for client experience
- Participate in an on-call rotation for high-priority queues
- Work defined business hours as required
Requirements
- Bachelor's degree in Computer Science or a related field
- 2+ years of experience in a technical support setting
- Strong problem-solving and troubleshooting skills
- Ability to navigate issue resolution with cross-functional teams
- Excellent verbal and written communication skills
- Understanding of Google apps, Salesforce, and JIRA
- Flexibility and adaptability in a fast-paced organization
- Technical troubleshooting experience preferred; comfort with command-line interfaces
Benefits
- Competitive salary
- IT equipment support for work
- Meal and commute allowance
- Medical insurance
- Well-being allowance covering medical, wellness, and fitness
- Free snacks in the Bangalore office
- Opportunity to work with a talented team