Technical Support Engineer

Cloudzent Technology Services; Gurugram District; On-site; INR 300,000 - 420,000; Full time

Job summary

Cloudzent Technology Services is seeking a customer-focused Technical Support Engineer in Gurugram to be the first line of help for our clients' web, mobile, and cloud applications. You will troubleshoot issues, resolve tickets within agreed timelines, and collaborate with the engineering team to fix root causes.

The role requires 1–3 years of technical support or IT helpdesk experience, strong English communication, and familiarity with web apps, SQL, and ticketing systems.

Qualifications

• Requires strong communication and customer-facing skills.
• Fluent written and verbal English essential.
• Ability to manage multiple tickets and meet SLAs.

Responsibilities

• Respond to client support requests via email, phone, chat, or ticketing system.
• Troubleshoot issues in web and mobile apps, user access, and configuration.
• Reproduce bugs, capture logs, and escalate clearly to development team.
• Track, prioritise, and close tickets within SLA, updating clients on progress.
• Run basic SQL checks to validate data and fixes.
• Monitor application health and assist during incidents and releases.
• Maintain knowledge-base articles and troubleshooting guides.
• Help onboard and train client users on our applications.

Skills

Communication skills

English proficiency

Ticket handling under pressure

Education

Bachelor's degree in CS/IT or related field

Tools

Jira Service Management

Freshdesk

Zendesk

Postman

Job description

Job Summary

We are looking for a customer-focused Technical Support Engineer to be the first line of help for our clients web, mobile, and cloud applications. You will troubleshoot issues, resolve tickets within agreed timelines, and work with our engineering team to fix problems at the root.

Responsibilities

• Respond to client support requests over email, phone, chat, and the ticketing system
• Troubleshoot and resolve issues in web and mobile applications, user access, and configuration
• Reproduce reported bugs, capture logs and steps, and escalated them clearly to the development team
• Track, prioritise, and close tickets within SLA, keeping clients updated on progress
• Run basic database checks with SQL and verify fixes before closing tickets
• Monitor application health and alerts, and assist during incidents and releases
• Maintain knowledge-base articles, FAQs, and troubleshooting guides
• Help onboard and train client users on our applications

Requirements

• Bachelors degree in Computer Science, IT, or a related field (B.Tech, BCA, MCA, B.Sc IT)
• 1-3 years of experience in technical support, application support, or IT helpdesk
• Good understanding of web applications, browsers, and basic networking (DNS, HTTP, IP)
• Working knowledge of SQL for querying and validating data
• Familiarity with ticketing tools such as Jira Service Management, Freshdesk, or Zendesk
• Basic familiarity with Windows and Linux environments
• Excellent written and verbal communication skills in English
• Patient, organised, and able to handle multiple tickets under pressure

Preferred Qualifications

• Exposure to cloud platforms such as AWS or Azure
• Experience using Postman for API checks
• Basic scripting knowledge (Bash, PowerShell, or Python)
• Understanding of ITIL concepts such as incident and problem management

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.