Technical Support Engineer

Nigama Technologies; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Nigama Technologies Pvt Ltd in Bengaluru is seeking a Technical Support Engineer to be part of the Global Customer Support Bangalore Center of Excellence. You will investigate and resolve incidents across our product portfolio, using structured troubleshooting and AI-assisted tools.

The role requires 2+ years in technical support, solid troubleshooting, knowledge of SQL, REST APIs, and cloud platforms (AWS/Azure/GCP), and strong English communication to help customers worldwide.

Qualifications

• 2+ years in technical support or a similar customer-facing technical role.
• Strong troubleshooting skills across enterprise web applications and server-side environments.
• Familiarity with relational databases and ability to read SQL queries and logs.
• Basic understanding of REST APIs and testing endpoints using tools such as Postman or curl.
• Familiarity with cloud-hosted environments (AWS/Azure/GCP).
• Clear and professional written and verbal English communication.
• Ability to manage multiple cases with attention to detail and customer focus.

Responsibilities

• Investigate and resolve customer incidents via the support portal, email, and other channels across applications and platform portfolio.
• Perform structured troubleshooting including log analysis, configuration validation, API testing, database queries, and environment diagnostics.
• Leverage AI-assisted tools and the knowledge base to accelerate case resolution and improve first-contact resolution rates.
• Document all case activity accurately and maintain clear customer communications and case history at every step.
• Escalate complex issues to Senior Technical Support Engineers with comprehensive investigation summaries and reproduction steps.
• Contribute new knowledge articles and troubleshooting guides to the team knowledge base after each case resolution.
• Identify patterns in recurring issues and surface them to senior engineers for root cause analysis and product improvement.
• Participate in 247 follow-the-sun coverage rotations across EMEA, Americas, and APAC time zones as required.
• Continuously develop product knowledge through training, self-study, and collaboration with engineering and product teams.

Skills

Troubleshooting

SQL basics

REST APIs

Postman

Curl

Cloud platforms

English communication

Customer support

Problem solving

Tools

Postman

Curl

Python scripting

Job description

Our Company: Nigama Technologies Pvt Ltd

Technical Support Engineer

• Location: Bangalore, India
• Reports to Director of Global Support Operations & Engineering
• Team Global Customer Support Bangalore Center of Excellence

Headcount : 5 positions

About the role:

• Technical Support Engineers are the core delivery engine of global Customer Support operation. Working from the Bangalore Center of Excellence, these engineers investigate and resolve customer incidents across full product portfolio applying systematic troubleshooting techniques alongside AI-assisted tools to deliver accurate, timely resolutions. Beyond resolving individual cases, Technical Support Engineers are expected to actively contribute to AI and automation transformation capturing new knowledge, identifying patterns, and helping improve the self-service and automated support capabilities that will reduce recurring issues over time.

Key responsibilities:

• Investigate and resolve customer-reported incidents via the support portal, email, and other case channels across application and platform portfolio.
• Perform structured troubleshooting including log analysis, configuration validation, API testing, database queries, and environment diagnostics.
• Leverage AI-assisted tools and the knowledge base to accelerate case resolution and improve first-contact resolution rates.
• Document all case activity accurately and thoroughly maintaining clear customer communications and case history at every step.
• Escalate complex issues to Senior Technical Support Engineers with comprehensive investigation summaries and reproduction steps.
• Contribute new knowledge articles and troubleshooting guides to the team knowledge base after each case resolution.
• Identify patterns in recurring issues and surface them to senior engineers and team leadership for root cause and product improvement action.
• Participate in 247 follow-the-sun coverage rotations, including shift coverage for EMEA, Americas, and APAC time zones as required.
• Continuously develop product knowledge through structured training, self-study, and collaboration with the engineering and product teams.

Required qualifications:

• 2+ years of experience in technical support, application support, or a similar customer-facing technical role.
• Solid troubleshooting skills across enterprise web applications and server-side environments.
• Familiarity with relational databases — ability to read SQL queries, interpret results, and review logs.
• Basic understanding of REST APIs and the ability to test endpoints using tools such as Postman or curl.
• Familiarity with cloud-hosted application environments (AWS, Azure, or GCP).
• Clear and professional written and verbal communication skills in English.
• Ability to manage multiple concurrent cases with attention to detail and customer focus.
• A genuine passion for problem-solving and helping customers succeed.

Preferred qualifications

• Experience with GIS or geospatial technologies, including platforms.
• Knowledge of networking concepts, DNS, SSL, and load balancing as they apply to enterprise SaaS applications.
• Scripting experience (Python, Bash, or similar) for log parsing or diagnostic automation.
• ITIL Foundation or equivalent service management awareness.
• Experience working in a follow-the-sun global support model.