Application/Technical Support Engineer

Blue Copper Technologies Pvt Ltd; Kolkata District; On-site; INR 400,000 - 800,000; Full time

Job summary

A leading technology solutions provider located in Kolkata is seeking a Technical Support Engineer to deliver high-quality technical support and troubleshooting to enhance customer experience. The ideal candidate should be a graduate and possess good communication skills, along with a fair understanding of Linux and SQL. This role requires working evening and night shifts and offers opportunities for knowledge sharing in a collaborative environment.

Responsibilities

• Deliver high-quality technical support by troubleshooting, diagnosing root causes, and resolving customer issues using logs, configs, and system data.
• Develop strong product and industry knowledge to guide customers in effective product usage.
• Create and maintain clear documentation for self-service support.
• Communicate professionally to build strong customer relationships.
• Collect and analyze user feedback to identify improvements.
• Collaborate with cross-functional teams to escalate complex issues.
• Contribute to process improvements and knowledge sharing.
• Maintain accurate reports of support activities.
• Possess foundational AI knowledge, including LLMs and AI tools.

Skills

Good communication and presentation skills

Comfortable to work in Evening and Night Shifts

Understanding of Linux

Understanding of SQL and RDBMS

Experience in issue tracking and management software

Knowledge of AWS or Azure

Strong documentation and reporting skills

Excellent troubleshooting abilities

Experience in handling customer support queries

Ability to coordinate effectively with cross-functional teams

Education

Graduate in any discipline (preferably Engineering)

Job description

Qualifications: Graduate in any discipline (preferably Engineering)

Location: Kolkata/ Gurgaon

We are looking for a technical support engineer to provide technical and operational support to our customers.

Skills:

• Good communication and presentation skills in English
• Should be comfortable to work in Evening and Night Shifts
• Fair understanding of any flavor of Linux (Preferable)
• Fair understanding of SQL and RDBMS
• Experience in utilizing issue tracking and management software is nice to have
• Knowledge on AWS or Azure cloud platforms would give added advantage
• Strong documentation and reporting skills
• Excellent troubleshooting abilities
• Experience in handling customer support queries
• Ability to coordinate effectively with cross-functional teams

Job Responsibilities:

• Deliver high-quality technical support by troubleshooting, diagnosing root causes, and resolving customer issues using logs, configs, and system data.
• Develop strong product and industry knowledge to guide customers in effective product usage.
• Create and maintain clear documentation (KB articles, FAQs, troubleshooting guides) for self-service support.
• Communicate professionally to build strong customer relationships and enhance experience
• Collect and analyze user feedback to identify improvements and optimize support processes.
• Collaborate with cross-functional teams to escalate complex issues and support product enhancements.
• Contribute to process improvements, knowledge sharing, and training of new team members.
• Maintain accurate reports and documentation of support activities and customer interactions.
• Possess foundational AI knowledge, including LLMs, prompt engineering, AI tools, and performance metrics.