Technical Support Engineer (Open for fresher)

You will:

- Reviews issues and contacts customers to understand issues. Ensures customers stay informed as to the status/solution of their issue. Utilizes troubleshooting tools (e.g., event logs, and performance traces) to help resolve customer issues.

- Resolves or escalates multiple and varied customer issues. Documents technical work and research.

- Analyzes problems and develops solutions for customer needs using log analysis and other proprietary tools.

- Collaborates on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve moderately complex customer issues.

- Attends readiness training and non-technical training to ensure that they become proficient in support topics. Product/Process Improvement

- Provides feedback to improve products to more senior engineers or technical advisors.

- Identifies potential defects and escalates to more senior engineers to resolve.

- Uses automated tools to deliver solutions for a wide range of issues. Provides feedback on how to improve automated tools.

- Follows processes provided by the business.

- Attends case triage meetings or case discussions to collaborate and share ideas to resolve problems.

Our ideal candidates:

• • Proficient in English (4 skills)
• • Available to work night shifts (rotate between 8:00 PM and 8:00 AM, working 8 hours per shift, with a total of 5 shifts per week)
• • Freshers are welcome with a good learning ability and working attitude
• • Experience/Knowledge in IT industry skills is a must
• • Customer service mindset