Technical Support Engineer

Tanla Platforms; Bengaluru; On-site; INR 300,000 - 460,000; Part time

Job summary

Tanla Platforms in Bengaluru is seeking a Technical Support Engineer with 1–3 years of experience to handle customer issues and SLA commitments. The role involves coordinating with backend teams, performing initial troubleshooting, and documenting all interactions through ticketing channels.

You will support both internal and external customers across multiple communication channels, delivering timely updates and maintaining trackers for stakeholders.

Qualifications

• Basic knowledge of Linux, MySQL, and Oracle.
• Analytical mindset to solve issues with focus on client/customer requirements with the ability to take independent decisions.
• Proactive, self-motivated and should be a team player.
• Flexible to work in 24x7 environment.
• Ability to plan and organize.

Responsibilities

• Provide support to internal / external customers while adhering to the set SLA parameters.
• Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
• Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns
• Collaborate / coordinate with backend teams in identifying / resolving customer issues.
• Capture and document all queries / concerns via the ticketing tool / email/ calls.
• Responding to customers via various communication channels and to provide timely revert / updates / notifications.
• Share periodic updates and feedback on regular basis.
• Maintain regular tracker(s) and publish reports to all stakeholders.
• Ensure 100% adherence to teams and organizational processes.

Skills

Analytical mindset

Proactive

Team player

Time management

Tools

Linux

MySQL

Oracle

Job description

Job Role: - Technical Support Engineer

Experience: - 1-3 Years

Job Responsibilities:

• Provide support to internal / external customers while adhering to the set SLA parameters.
• Facilitate calls with customers to explain/resolve/address the issues raised to technical support team
• Perform initial troubleshooting, do analysis, test service flows to resolve customers concerns
• Collaborate / coordinate with backend teams in identifying / resolving customer issues.
• Capture and document all queries / concerns via the ticketing tool / email/ calls.
• Responding to customers via various communication channels and to provide timely revert / updates / notifications.
• Share periodic updates and feedback on regular basis.
• Maintain regular tracker(s) and publish reports to all stakeholders.
• Ensure 100% adherence to teams and organizational processes.
• Time Management
• Ticket management
• Customer response and engagement
• Cross-functional communication and coordination
• Compliance and SOP

Knowledge and Skills:

• Basic knowledge of Linux, MySql, and Oracle
• Analytical mindset to solve issues with focus on client/customer requirement with an ability to take independent decisions
• Proactive, self-motivated and should be a team player
• Flexible to work in 24x7 environment
• Ability to plan and organize