Technical Support Engineer

HappyFox Inc.; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

HappyFox Inc. is seeking Technical Support Engineers to work closely with customers and resolve technical issues that cannot be handled by the Customer Support team.

You will investigate root causes, provide expert support, and manage cloud deployments across product suites in a fast-paced environment. The role requires a Bachelor's degree in engineering or a related field, at least 5 years of SaaS support experience (1+ year in L2), and excellent communication skills.

Qualifications

• Bachelor's degree in engineering or a related field.
• At least 5 years of proven technical support experience for SaaS applications, with minimum 1 year in L2 support.
• Excellent written and verbal communication skills.
• Ability to thrive in a high-pressure environment.
• Applicants with programming background are preferred.

Responsibilities

• Investigate and identify root cause of customer issues and drive resolutions across teams.
• Provide expert level technical support and handle issues escalated by junior staff.
• Manage issues related to installation, configuration, and operation of product suite and cloud deployments.
• Document defect and enhancement requests for customers.
• Drive post-mortem analysis and push for preventive measures to avoid recurrence.
• Provide prompt and reliable updates to customers on applications.
• Train teams on nuances of applications using simulations when required.
• Advise on product best practices for better supportability.

Skills

Communication skills

Programming background

Education

Bachelor's degree in engineering or related field

Job description

We are looking for Technical Support Engineers. You will work closely with customers to quickly resolve technical issues that cannot be handled by the Customer Support team.

Responsibilities:

• Investigate and identify root cause of customer issues and drive resolutions across various teams
• Provide expert level technical support and deal with issues escalated by junior support staff
• Manage customer issues related to the installation, configuration, and operation of the product suite and cloud deployments on a timely basis
• Act in a development capacity on product and process improvement projects
• Document defect and enhancement requests on behalf of customers
• Drive Post Mortem analysis for customer incidents and push for preventive measures to avoid future recurrence
• Give customers prompt and reliable updates related to applications
• Work with internal teams in a consultative and supportive role
• Train teams/members on the nuances of applications using simulations when required
• Work as an advisor on the product best practices for better supportability

Requirements:

• Bachelor’s degree in engineering or a related field
• Proven technical support experience of at least 5 years supporting SaaS based applications and a minimum of 1 year experience in L2 support
• Excellent written and verbal communication skills
• Ability to thrive in a high-pressure environment
• Passionate about learning and mastering new technologies and skills
• Applicants with programming background are preferred