Technical Support Engineer

Lithos Technosoft Pvt Ltd; Kozhikode district; On-site; INR 300,000 - 550,000; Full time

Job summary

Lithos Technosoft Pvt Ltd is seeking a Technical Support Engineer to join LithosPOS support. You will handle customer queries via chat, phone, and email, triage issues, and provide prompt resolutions to ensure a high standard of service.

Role requires strong problem-solving and communication skills, willingness to work rotating shifts including nights, and the ability to onboard or troubleshoot for users across global time zones. Training will be provided to deepen product knowledge.

Qualifications

• Strong problem-solving and troubleshooting skills.
• Excellent communication skills – verbal, listening, and written.
• Passion for technology and continuous learning.
• Experience in one or more relevant areas is desirable.
• Experience troubleshooting Open Source Databases like MySQL.
• Experience troubleshooting SAAS applications.
• Basic Networking, Storage, and Platform troubleshooting skills.

Responsibilities

• Own the customer technical issues end-to-end and resolve them promptly.
• Troubleshoot and provide efficient resolution via Live Chat, Email, and Phone.
• Escalate critical issues to cross-functional teams when needed and track fixes.
• Maintain and update internal knowledge resources for faster support.
• Mentor teammates and participate in ramp activities for new hires.
• Support customers across time zones, including night shifts.

Skills

Problem solving

Communication skills

Technology passion

MySQL

SAAS troubleshooting

Networking/Storage troubleshooting

Job description

We are looking for a Technical Support Engineer for our growing support team at LithosPOS. As a SaaS company, our support is 24/7 and is required to be instant. We take pride in our excellent customer service and are looking for individuals who can adapt to and maintain our high standards.

The job will require that you provide immediate support to our users via Chat/Phone/Email. So most of your day will be spent responding to and following up on questions raised on Chat/Phone/Email. You might be required to occasionally get on a call with users to help onboard or troubleshoot issues.

Responsibilities

• Responsible for the customer support experience with LithosPOS
• Troubleshoot issues and provide efficient and prompt resolution to customers within timelines.
• Provide support to customers through Live Chat, Email / Phone.
• Ensure quality resolution to avoid escalations from customers and reopening of an issue tickets.
• Escalate critical issues to cross-functional teams to ensure quick resolution and coordinate with the product development team on bug fixes.
• Assume responsibility for developing detailed knowledge about specific products.
• Ensure internal knowledge reference pages are updated.
• Own, troubleshoot, and solve customer technical issues, using collaboration, troubleshooting best practices, and transparency within and across teams (e.g. swarming)
• Identify cases that require escalation (either technically or strategically)
• Contribute to case deflection initiatives, automation, and other digital self-help assets to improve customer and engineer experience.
• Provide ramp activities, knowledge sharing, technical coaching, and mentoring
• Work in rotational shifts, including nights, to support our global customer base

Qualifications

Language Qualification

English & Hindi: fluent in reading, writing, and speaking.

• Strong problem-solving and troubleshooting skills, and the ability to use various data collection tools and methodologies to analyze problems, determine root causes, and develop solutions.
• Excellent Communication Skills – verbal, listening, and written (including technical writing).
• Passion for technology, lifelong learning, and professional development.
• Experience in one or more of these areas is desirable
• Experience troubleshooting Open Source Databases like MySQL,
• Experience troubleshooting SAAS applications
• Basic Networking, Storage, and Platform troubleshooting skills.