Technical Support Engineer

Provides technical assistance and troubleshooting for customers and internal users, ensuring timely resolution of hardware, software, network, and product-related issues. Acts as a bridge between customers, engineering, and product teams to improve product quality and user satisfaction., * Respond to and resolve technical support tickets via phone, email, chat, and ticketing system.

• Diagnose and troubleshoot software, hardware, network, and integration issues; reproduce and document bugs.
• Escalate complex issues to engineering with clear reproduction steps, logs, and priority assessments.
• Guide customers through remediation steps, configuration, and best-practice usage.
• Monitor system alerts and incidents; participate in on-call rotation for after-hours support as needed.
• Maintain knowledge base articles, FAQs, troubleshooting guides, and runbooks.
• Perform remote debugging, log analysis, and configuration reviews; request and analyze system logs.
• Assist with product installations, upgrades, and integrations; validate compatibility and environment requirements.
• Collaborate with product and engineering on root-cause analysis and feature/bug fixes.
• Track metrics and SLAs (response time, resolution time, customer satisfaction).
• Provide feedback to product management on feature requests and usability issues.
• Train customers and internal teams on product features and new releases.

Do you have experience in Windows?, Do you have a Bachelor's degree?, * Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience preferred.

• Experience: 2+ years in technical support, systems administration, DevOps, or related roles.
• Technical skills:
• Proficient with Linux/Windows administration and command-line tools.
• Networking fundamentals (TCP/IP, DNS, HTTP/S, firewalls, VPN).
• Familiarity with REST APIs, JSON, OAuth, and common integration patterns.
• Experience with log analysis, debugging tools, and monitoring systems (e.g., Splunk, ELK, Datadog).
• Knowledge of scripting (Python, Bash, PowerShell) for automation and troubleshooting.
• Experience with databases (SQL), cloud platforms (AWS, GCP, Azure), and containerization (Docker, Kubernetes) a plus.
• Soft skills:
• Strong problem-solving and analytical skills.
• Clear written and verbal communication; ability to explain technical issues to non-technical users.
• Customer-focused attitude and ability to manage stressful incidents.
• Time management and multitasking under SLA constraints.

Pulled from the full job description

• Free or subsidised travel
• Insurance services
• Food allowance
• Wellness program
• Subsidized health insurance premiums