Support Engineer

Ecubix; India; On-site; INR 400,000 - 800,000; Full time

Job summary

Ecubix is seeking a proactive Support Engineer to deliver technical and functional support to clients. You will resolve tickets, execute tasks, coordinate with internal teams, conduct client meetings, and assist with product implementations and training.

The role requires strong analytical, communication, and problem-solving skills to ensure high customer satisfaction and successful delivery of software solutions. On-site setting in India is expected with a fixed shift and 5-day workweek.

Qualifications

• Bachelor's degree in CS/IT/Engineering or related field.
• 1–3 years of experience in Technical Support, Application Support, or Customer Support.
• Experience in client handling and implementation activities.
• Ability to understand business requirements and translate them into technical solutions.
• Strong documentation and reporting skills.
• Willingness to travel for client meetings and implementation, if required.
• Excellent verbal and written communication skills.

Responsibilities

• Monitor, prioritize, and resolve customer support tickets within defined SLAs.
• Execute assigned technical and functional support tasks efficiently.
• Troubleshoot application issues and provide timely resolutions.
• Coordinate with internal teams to resolve complex customer issues.
• Conduct client meetings for issue discussion, implementation planning, and progress updates.
• Support software implementation, configuration, and deployment activities.
• Deliver end-user training and product demonstrations to clients.
• Prepare and maintain user manuals, implementation documents, knowledge base articles, and support documentation.
• Gather, analyze, and document Change Requests (CRs) from customers.
• Coordinate with Product and Development teams for CR feasibility and implementation.
• Ensure legal, compliance, and project-related documentation is completed and maintained.
• Monitor application performance and proactively identify potential issues.
• Maintain regular communication with clients and provide timely status updates.
• Escalate critical issues whenever required and ensure closure within agreed timelines.
• Continuously contribute to process improvements and customer satisfaction initiatives.

Skills

Technical Support

Client handling

Documentation

Communication skills

Travel willingness

Education

Bachelor's degree in CS/IT/Engineering

Job description

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Role Overview

We are seeking a proactive and customer-focused Support Engineer to deliver exceptional technical and functional support to our clients. The ideal candidate will be responsible for resolving support tickets, executing assigned tasks, coordinating with internal teams, conducting client meetings and product implementations, providing user training, and ensuring proper documentation. This role requires strong analytical, communication, and problem-solving skills to ensure high customer satisfaction and successful delivery.

Positions

1 Openings

Experience

Junior (1-3 years)

Location

Type

Full-time

Setting

On-site

Shift

Fixed Shift

Schedule

5 day’s working

Key Responsibilities

Monitor, prioritize, and resolve customer support tickets within defined SLAs.

Execute assigned technical and functional support tasks efficiently.

Troubleshoot application issues and provide timely resolutions.

Coordinate with internal teams to resolve complex customer issues.

Conduct client meetings for issue discussion, implementation planning, and progress updates.

Support software implementation, configuration, and deployment activities.

Deliver end-user training and product demonstrations to clients.

Prepare and maintain user manuals, implementation documents, knowledge base articles, and support documentation.

Gather, analyze, and document Change Requests (CRs) from customers.

Coordinate with Product and Development teams for CR feasibility and implementation.

Ensure legal, compliance, and project-related documentation is completed and maintained.

Monitor application performance and proactively identify potential issues.

Maintain regular communication with clients and provide timely status updates.

Escalate critical issues whenever required and ensure closure within agreed timelines.

Continuously contribute to process improvements and customer satisfaction initiatives.

Good-to-Have Skills

Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

1–3 years of experience in Technical Support, Application Support, or Customer Support.

Experience in client handling and implementation activities.

Ability to understand business requirements and translate them into technical solutions.

Strong documentation and reporting skills.

Willingness to travel for client meetings and implementation, if required.

Excellent verbal and written communication skills.

Why Join Us?

Be part of a collaborative team where you’ll work closely with customers, solve real-world challenges, and contribute to successful software implementations. This role offers excellent exposure to enterprise applications, customer engagement, and continuous learning while building a strong foundation in technical consulting and support.