Technical Support Engineer

AstroFarm by 42Gears; Bengaluru; On-site; INR 400,000 - 550,000; Full time

Job summary

42Gears in Bengaluru, India is seeking a Technical Support Engineer to ensure client success through prompt, expert assistance. You will diagnose issues, guide customers step-by-step, and collaborate with cross-functional teams to resolve complex problems.

The role requires 2-5 years in technical support, strong communication, and a comfort with a fast-paced SaaS environment. Office-based, with 24/7 support rotation expectations.

Qualifications

• Bachelor's degree in a relevant technical field or equivalent practical experience.
• Demonstrated experience in technical support or a comparable customer-facing role.
• Proficient troubleshooting and problem-solving skills.
• Effective communication and interpersonal abilities.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Previous experience in a SaaS environment and a strong understanding of UEM and related technologies are advantageous.

Responsibilities

• Handle incoming support calls, emails, and chat messages from clients encountering technical issues.
• Diagnose and troubleshoot technical issues associated with our unified endpoint management product.
• Provide clear, step-by-step guidance and solutions to clients, ensuring a positive and constructive customer experience.
• Escalate intricate technical issues to the appropriate internal teams for resolution.
• Collaborate seamlessly with cross-functional teams to ensure timely and effective problem resolution.
• Document and meticulously track support issues to contribute to a comprehensive knowledge base.
• Stay abreast of the latest features and updates on our unified endpoint management product.
• Conduct product training sessions for clients and internal teams as required.
• Communicate effectively with clients, keeping them informed of the status of their support requests.
• Uphold a high level of customer satisfaction through professional and courteous communication.

Skills

Troubleshooting

Communication

Independent & Teamwork

SaaS

UEM

Education

Bachelor's degree in a technical field

Job description

Technical Support Engineer

Role type

Full Time

Location

Bengaluru, India

Role Details

Location: Bangalore
Job Type: Full-time
Relevant Experience: 2-5 years

As a Technical Support Engineer at 42Gears, you will play a pivotal role in guaranteeing client satisfaction through prompt and efficient technical assistance.

Roles and Responsibilities

• Handle incoming support calls, emails, and chat messages from clients encountering technical issues.
• Diagnose and troubleshoot technical issues associated with our unified endpoint management product.
• Provide clear, step-by-step guidance and solutions to clients, ensuring a positive and constructive customer experience.
• Escalate intricate technical issues to the appropriate internal teams for resolution.
• Collaborate seamlessly with cross-functional teams to ensure timely and effective problem resolution.
• Document and meticulously track support issues to contribute to a comprehensive knowledge base.
• Stay abreast of the latest features and updates on our unified endpoint management product.
• Conduct product training sessions for clients and internal teams as required.
• Communicate effectively with clients, keeping them informed of the status of their support requests.
• Uphold a high level of customer satisfaction through professional and courteous communication.

Requirements

• Bachelor's degree in a relevant technical field or equivalent practical experience.
• Demonstrated experience in technical support or a comparable customer-facing role.
• Proficient troubleshooting and problem-solving skills.
• Effective communication and interpersonal abilities.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Previous experience in a SaaS environment and a strong understanding of UEM and related technologies are advantageous.

Additional Mandatory Requirements

• Availability to handle customer support through various channels, including calls, emails, and chats.
• Ability to work from the office.
• Willingness to work in rotational shifts covering a 24/7 operation.

In summary, we are looking for a dedicated Technical Support Engineer who not only possesses the required technical skills but also excels in communication, collaboration, and ensuring a positive customer experience in the context of 42Gears' unified endpoint management product.