Senior Technical Support Engineer

DIAGNAL; Kolkata District; On-site; INR 900,000 - 1,200,000; Full time

Benefits offered by this job

Fair compensation

Paid leave

Flexible working arrangements

Learning & Development program

Growth opportunities

Job summary

DIAGNAL is seeking a Senior Technical Support Engineer in Kolkata District, India. The role involves being the first point of contact for technical support, troubleshooting application alerts, and ensuring compliance with service level agreements.

Ideal candidates will possess over 5 years of experience, a BS degree in IT or relevant fields, and strong communication skills. This position offers competitive compensation and a supportive work environment.

Qualifications

• 5+ years of experience in technical support roles.
• Proven experience troubleshooting software product issues.
• Experience with scripting languages is essential.

Responsibilities

• Provide first point of contact for customers with technical issues.
• Troubleshoot application alerts and perform root cause analysis.
• Ensure service level agreements are met for each client.

Skills

Technical problem-solving

Communication skills

Troubleshooting

Scripting (Nodejs/Python/Bash)

HTML and Javascript

Working with Cloud platforms (AWS)

Ticket management (Jira)

Education

BS degree in Information Technology, Computer Science or relevant field

Tools

Confluence

AWS services (Elastic Beanstalk, S3, Cloudwatch, Cloudfront)

Job description

Senior Technical Support Engineer

Location: India, Global

What We Offer

• Fair compensation: We believe in providing competitive salaries that reflect the value and expertise of our team members.
• Paid Leave: We understand the importance of work-life balance and offer generous paid leave to support our employees’ well‑being and personal commitments.
• Work‑life balance: We prioritize creating a healthy work‑life balance for our employees, recognizing the importance of maintaining personal and professional harmony.
• Flexible Working: We offer flexible working arrangements to accommodate individual preferences and needs, enabling our employees to optimize their productivity and achieve a better work‑life integration.
• Activities & events: We organize various activities and events to foster team bonding, creativity, and a positive work culture. These events provide opportunities for relaxation, celebration, and building connections within the DIAGNAL community.
• Learning & Development program: We are committed to the growth and development of our employees. Our learning and development programs offer continuous opportunities to enhance skills, acquire new knowledge, and stay updated with the latest industry trends.
• Growth: We provide a platform for professional growth, enabling employees to take on new challenges, expand their skill sets, and advance their careers within DIAGNAL.
• Talented People: We are proud to have a team of talented individuals who are passionate about their work and contribute to our collective success. Working alongside skilled professionals, you’ll have the opportunity to learn, collaborate, and be inspired.
• Collaboration: We foster a collaborative work environment where teamwork and open communication are valued. You’ll have the chance to collaborate with cross‑functional teams, including designers, project managers, QA engineers, operations engineers, third‑party systems providers, and customers, to deliver exceptional products.
• Impactful Products: Joining DIAGNAL means being part of a team that creates impactful products used by millions of users. Your work will have a direct influence on the digital entertainment industry and contribute to our mission of delivering high‑quality experiences.
• Freedom: We trust our employees and believe in providing them with the freedom to make decisions and execute their work without excessive micromanagement. We value autonomy and encourage independent thinking.
• Feel valued: We genuinely value the contributions and efforts of our team members. We strive to create an inclusive and supportive environment where everyone feels valued, recognized, and appreciated.

Role

• Become the first point of contact for customers, providing technical support, responding to technical queries / requirements.
• Help with creating and maintaining customer facing collateral to explain Diagnal Support process.
• Troubleshooting application alerts from monitoring tools and performing RCAs.
• Liaising with 3rd parties, clients & Diagnal partners.
• Ensuring Support and Warranty service level agreements are met for each client.
• Proactively maintain a Support knowledge base on Confluence.
• Assign support tickets to concerned internal teams and follow up on delivery schedules.
• Learn the different system/product configurations used by our clients and make necessary updates as and when required.
• Monitor different systems using dashboards and logs and set up appropriate alerts.
• Go through different crash and system level logs to perform root cause analysis.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Availability in office or at home on support rota shifts which could be day time, evening or morning.
• Continuous organisation and updating of support ticket management systems.

Experience Required

• 5+ years of Experience.
• Good understanding of computer systems, mobile devices and other tech products.
• 2-4 years of experience troubleshooting technical problems in software products.
• 1-2 years of experience in any one scripting language (Nodejs/Python/Bash).
• Knowledge in HTML and Javascript.
• Ability to diagnose and troubleshoot basic technical issues.
• Project or real‑world experience working on Cloud platforms, preferably AWS.
• Excellent problem‑solving and communication skills.
• Familiar with working on a project and ticket management platform, preferably Jira.
• Flexible team player with a mindset to work with developers and solution architects.
• Ability to explain issues with clarity and execute resolutions in a time‑bound fashion.
• Proven experience in a similar role that includes handling clients & internal teams.
• Ability to provide step‑by‑step technical help, both written and verbal.
• Systematic and prudent approach to carrying out tasks and solving problems.
• BS degree in Information Technology, Computer Science or relevant field.
• Knowledge in any AWS service such as Elastic Beanstalk, S3, Cloudwatch and Cloudfront is a plus.