Support Engineer

Keka Technologies Private Limited; Hyderabad; On-site; INR 400,000 - 540,000; Full time

Job summary

SIONIQ TECH PRIVATE LIMITED is seeking a skilled Support Engineer to resolve complex product issues and collaborate with internal teams to deliver high-quality service. You will identify opportunities for upselling, cross-selling and renewal leads through strategic support interactions.

The role requires 1–3 years in tech support, strong debugging understanding, and excellent communication in English, Hindi, and at least one South Indian language.

Qualifications

• 1–3 years of experience in a technical support or application support role for software products.
• Understanding of debugging, application support, and product lifecycle.
• Strong problem-solving skills and analytical mindset.
• Excellent customer communication and relationship-building skills.
• Experience using any CRM/ticketing tools.
• Proficiency in English, Hindi, and at least one regional language from South India (Telugu, Tamil, Kannada, or Malayalam) is mandatory.

Responsibilities

• Investigate and troubleshoot moderately complex customer issues across our software product.
• Collaborate with product and R&D teams to reproduce and resolve bugs or product gaps.
• Ensure timely, high-quality resolution of support tickets.
• Maintain comprehensive internal documentation and contribute to external help resources.
• Identify and communicate opportunities for upselling and cross-selling to the sales team.
• Assist in renewal lead generation by identifying customers’ product usage patterns and satisfaction levels.
• Provide support to Junior Engineers and assist in knowledge transfer.

Skills

Customer communication

Analytical thinking

Problem solving

English & regional languages

Tools

CRM systems

Ticketing tools

Job description

About Us:

SIONIQ TECH PRIVATE LIMITED is a product-based technology company focused on delivering innovative software solutions for the jewellery industry. As part of our customer success strategy, we are expanding our support team to ensure that our users receive high-quality service and continuous engagement throughout their journey with our product.

Job Summary:

We are looking for a skilled Support Engineer with hands-on experience in resolving complex product issues. You will work with internal teams to resolve customer challenges and actively participate in upselling, cross-selling, and renewal opportunities through strategic support interactions.

Responsibilities:

• Investigate and troubleshoot moderately complex customer issues across our software product.
• Collaborate with product and R&D teams to reproduce and resolve bugs or product gaps.
• Ensure timely, high-quality resolution of support tickets.
• Maintain comprehensive internal documentation and contribute to external help resources.
• Identify and communicate opportunities for upselling and cross-selling to the sales team.
• Assist in renewal lead generation by identifying customers’ product usage patterns and satisfaction levels.
• Provide support to Junior Engineers and assist in knowledge transfer.

Requirements:

• 1–3 years of experience in a technical support or application support role for software products.
• Understanding of debugging, application support, and product lifecycle.
• Strong problem-solving skills and analytical mindset.
• Excellent customer communication and relationship-building skills.
• Experience using any CRM/ticketing tools.
• Proficiency in English, Hindi, and at least one regional language from South India (Telugu, Tamil, Kannada, or Malayalam) is mandatory.