Technical Support Engineer

Pradeepit Global Consulting Private Limited; Bengaluru; Remote; INR 600,000 - 900,000; Full time

Job summary

PradeepIT in Bengaluru is seeking a Senior Technical Support Engineer to resolve complex customer issues and improve product knowledge. You will engage with tech-savvy users in fluent English, ask precise questions, and own incidents from start to finish.

The role requires troubleshooting experience, empathy, and a proactive attitude. You will spend time learning new products and features, contributing to knowledge bases, and helping customers succeed with enterprise software solutions.

Qualifications

• Ability to communicate confidently with tech-savvy customers in fluent English.
• Experience troubleshooting and solving technical problems.
• Customer advocacy, empathy, and keen attention to detail.
• Bachelor's degree in IT or related field.

Responsibilities

• Take ownership of support incidents and use all available resources and knowledge to resolve them.
• Ask insightful questions to get to the root cause of the customer's problem.
• Generate solutions using product knowledge and knowledge bases.
• Spend ~25% of time learning about new products, features, and solutions.

Skills

English communication

Troubleshooting

Customer advocacy

Education

Bachelor's degree in IT

Job description

Technical Support Engineer, Trilogy

About the job

Accelerate your career with PradeepIT

PradeepIT is one of the largest, globally recognized IT Consulting firm to connect India's deeply vetted talent team to global customer. Were headquartered in Bengaluru, Silicon Valley of India. PradeepITs customers include SAP Lab, Bosch, Rolls-Royce, Daikin, Daimler and J&J and hundreds of other Fortune 500 companies and fast-growing startups. With continuous hard work and working remotely by choice, PradeepIT is certified as a Great Place to Work! Trusted by leading brands and fortune 500 companies from around the world, we have achieved:

• 6+ Years of Experience
• 580+ Open source technology Consultant
• 120+ SAP Consultant
• 40+ Salesforce Consultant
• 60+ Adobe Consultant
• 100+ Mobility Consultant
• 890+ Clients in APAC, EMEA & USA

Our Beliefs

PradeepIT believes in connecting people across the globe and provide them an opportunity work on remotely. Being a people-first organization, PradeepIT constantly strives for individuals who won't just keep up, but break new ground, work with cutting edge technology and ramp-up their skills with course created by our Vertical Heads, Senior Architect for freely with help of PradeepIT Academy.

What You Will Be Doing

• Solving complex customer problems that our AI bot was unable to help them with
• Asking insightful questions that get to the root cause of the customers problem
• Generating solutions using your product knowledge and our knowledge bases
• Spending 25% of your time learning about new products, features, & solutions

What You Wont Be Doing

• Getting bored answering simple questions for the same product each day
• Working on easy or simple tickets, such as resetting passwords
• Working alone and avoiding live customer interaction
• Analyzing, writing, or debugging source code

Key Responsibilities

• Take ownership of support incidents and use all available resources and knowledge to resolve them
• Consistently improve the quality of your work by internalizing the feedback and coaching you receive

Basic Requirements

• Ability to communicate confidently with tech-savvy customers in fluent English
• Experience troubleshooting and solving technical problems
• Customer advocacy, empathy, and keen attention to detail

Nice-to-have Requirements

• Experience in a technical support role covering enterprise software products
• Bachelors degree in an IT-related field

Experience Level

Senior Level