Technical Support Engineer

Keka Technologies Private Limited; Karnataka; On-site; INR 300,000 - 540,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Zenskar is seeking a Technical Support Engineer to be the first point of contact for customers, delivering seamless, helpful assistance in a fast-paced environment. You’ll handle queries, troubleshoot issues, and guide users through product features with empathy and clarity.

This role requires strong communication, active listening, and the ability to explain complex concepts in simple terms. You’ll work hybrid, collaborate with Product, Engineering, and Success teams, and contribute to FAQs and

Qualifications

• Clear written and spoken English.
• Ability to explain complex concepts in simple terms.
• Empathetic, customer-focused mindset.

Responsibilities

• Respond promptly to customer inquiries via chat, email, or calls.
• Troubleshoot and resolve customer issues efficiently and elevate when necessary.
• Keep customers informed about issue resolutions and product updates.
• Contribute to FAQs, knowledge bases, and troubleshooting guides for better self-service.

Skills

English communication

Active listening

Problem solving

Empathy

Cross-functional teamwork

Tools

Ticketing systems

Job description

We're building our support team and are looking for proactive, empathetic, and resourceful problem-solvers who are excited to make an impact in a fast-paced environment.

If you're someone who thrives on helping others, enjoys solving problems, and can communicate clearly and effectively, this role is for you!

As a Technical Support Engineer, you'll be the first point of contact for our customers, ensuring they have a seamless and positive experience.

You’ll handle customer queries, troubleshoot issues, and provide product guidance, helping users get the most out of Zenskar.

Key Responsibilities

Technical Customer Support & Issue Resolution

• Respond promptly to customer inquiries via chat, email, or calls.
• Troubleshoot and resolve customer issues efficiently and elevate when necessary.
• Keep customers informed about issue resolutions and product updates.

Product Guidance & Customer Success

• Develop a deep understanding of the product to help customers navigate features.
• Assist users with account setup, configurations, and best practices.
• Proactively identify pain points and guide users to solutions.

Empathy & Relationship Building

• Build strong relationships with customers by understanding their needs.
• Maintain a customer-first approach, ensuring satisfaction and engagement.
• Educate customers on new features, best practices, and self-service options.

Documentation & Feedback

• Contribute to FAQs, knowledge bases, and troubleshooting guides for better self-service.
• Provide actionable feedback to internal teams to improve the product and support experience.

Key Qualifications

What Makes a Great Support Specialist?

• Ability to write and speak clearly and professionally in English.
• Can explain complex concepts in simple terms to both technical and non-technical users.
• Active listening skills to understand customer concerns and respond empathetically.

Strong Problem-Solving & Analytical Skills

• Quick thinker who can troubleshoot issues logically and find effective solutions.
• Can adapt to new situations and solve problems on the fly.
• Comfortable working with ticketing systems and logging accurate information.

Product & Customer Focus

• Curious and eager to learn about new products and features.
• Ability to grasp technical concepts even without a technical background.
• Understands customer needs and is committed to providing top-tier support.

Team Player & Ownership Mindset

• Takes initiative and works independently to resolve customer queries.
• Works well with cross-functional teams (Product, Engineering, and Success).
• High accountability and ownership of customer issues from start to resolution.

Work Hours

• Full-time: 4:30-5:00 PM – 3.30 AM IST with breaks in between
• Supporting our international (primarily US-based) customer base

Location

• Hybrid - 2 days per week (Tuesday, Thursday)
• Work with a fast-growing company where your contributions matter.
• Get exposure to a variety of customers and industries.
• Be part of a supportive, collaborative team that values growth and learning.