Technical Support Engineer

Shravas Technologies; Bengaluru; Remote; INR 6,00,000 - 10,00,000; Full time

Job summary

A tech solutions provider in India is seeking a Technical Support Engineer to enhance user experience by resolving technical issues and providing collaborative support. The ideal candidate will hold a Bachelor's degree and have at least 2 years of experience, demonstrating strong troubleshooting and communication skills. The role involves working with cross-functional teams and monitoring application health to ensure timely resolution of user-reported issues.

Qualifications

• 2+ years of experience in Application Support/Production Support.
• Strong troubleshooting skills in Web, Cloud, Desktop, and Mobile applications.
• Ability to prioritize tasks under pressure.

Responsibilities

• Investigate technical issues and escalate when necessary.
• Collaborate with product teams to improve application performance.
• Track support metrics and create reports on incidents.

Skills

Troubleshooting skills

Analytical skills

Excellent communication skills

Basic scripting knowledge

Education

Bachelor's degree in computer science or related field

Tools

JIRA

ServiceNow

SQL/Databases

Log monitoring tools (e.g., Splunk, ELK, Grafana)

Job description

Overview

We are seeking a Technical Support Engineer to join our team, responsible for ensuring seamless user experience by resolving real-time issues, providing technical support, and collaborating with product and engineering teams for continuous product improvement. This role bridges the gap between users, support, and development, ensuring quality and customer satisfaction remain top priorities.

Experience: 2+ Years • Location: Remote • Shift: NightShift (US Time Zone) • Employment Type: Full-Time

Key Responsibilities

• Issue Management & Troubleshooting
  • Investigate technical and functional issues, escalating to engineering teams where necessary.
  • Work with logs, monitoring tools, and diagnostic reports to resolve application problems.
  • Ensure adherence to SLAs and maintain clear communication with stakeholders.
• Product Improvisation & Feedback
  • Collaborate with product and development teams to share user insights and pain points.
  • Provide structured feedback for improving application performance, usability, and stability.
  • Identify recurring issues and suggest enhancements for long-term fixes.
• Quality & Continuous Improvement
  • Track support metrics and create reports on incidents, resolutions, and trends.
  • Contribute to knowledge base, FAQs, and documentation for internal and external use.
  • Participate in UAT, regression testing, and release validations.
• Collaboration & Communication
  • Work closely with cross-functional teams (QA, DevOps, Product, Engineering).
  • Maintain excellent communication with end users, ensuring transparency on issue status.
  • Train and guide junior support engineers when required.

Requirements

• Real-Time User Support (Good to Have):
  • Act as the first line of response for user-reported issues, incidents, and queries.
  • Monitor application health, identify anomalies, and ensure timely resolution.
  • Provide root cause analysis and prevent recurrence of critical issues.
• Required Skills & Qualifications
  • Bachelor degree in computer science, Information Technology, or related field.
  • 2+ years of experience in Application Support / Production Support.
  • Strong troubleshooting skills in Web, Cloud, Desktop Application and Mobile applications.
  • Strong analytical skills with the ability to prioritize under pressure.
  • Excellent written and verbal communication skills.
• Good to Have
  • Basic scripting knowledge (Python, Shell, PowerShell).
  • Experience with CI/CD and DevOps environments.
  • Understanding of ITIL processes.
  • Previous exposure to customer-facing support roles.
  • Familiarity with SQL/Databases, APIs, and log monitoring tools (e.g., Splunk, ELK, Grafana).
  • Knowledge of incident management tools (e.g., JIRA, ServiceNow).
  • Exposure to cloud platforms (AWS, Azure, GCP) is a plus.