Technical Support Engineer | HigherEducation

upGrad; Bengaluru; On-site; INR 400,000 - 800,000; Full time

Job summary

upGrad is seeking a Technical Support Engineer to be the first line of defense for diagnosing, solving, and escalating technical issues faced by customers. You’ll bridge the gap between our product and users, providing high-quality support, debugging problems, and ensuring a seamless user experience.

You should be technically curious, customer-obsessed, and capable of solving problems across a broad tech stack.

Qualifications

• 1-3 years in technical/support or engineering roles.
• Strong problem-solving and debugging abilities.
• Experience with support tools (Zendesk, Freshdesk, Intercom).
• Comfortable with logs, CLI tools, and basic SQL queries.
• Excellent communication and documentation skills.

Responsibilities

• Provide timely and effective technical support via email, chat, and calls
• Troubleshoot issues related to APIs, integrations, performance, and access
• Reproduce customer issues and document bugs for escalation to engineering
• Write knowledge base articles, FAQs, and documentation to reduce incoming queries
• Collaborate with engineering and product teams to resolve recurring issues
• Monitor support dashboards and meet defined SLAs and CSAT goals
• Assist in onboarding and training users where required
• Identify patterns and provide feedback for continuous product improvement

Skills

Technical support

Troubleshooting

APIs & Integrations

CLI & Logs

Documentation

Communication

Calm under pressure

Tools

Zendesk

Freshdesk

Intercom

SQL

Job description

upGrad is an online education platform building the careers of tomorrow by offering the most industry-relevant programs in an immersive learning experience. Our mission is to create a new digital-first learning experience to deliver tangible career impact to individual sat scale. upGrad currently offers programs in Data Science, Machine Learning, Product Management, Digital Marketing, and Entrepreneurship, etc. upGrad is looking for people passionate about management and education to help design learning programs for working professionals to stay sharp and stay relevant and help build the careers of tomorrow.

Designation – Technical Support Engineer

About the Role

We’re looking for a Technical Support Engineer who can serve as the first line of defense for diagnosing, solving, and escalating technical issues faced by our customers. You’ll bridge the gap between our product and users, providing high-quality support, debugging technical problems, and ensuring a seamless user experience.

You should be technically curious, customer-obsessed, and capable of solving problems across a broad tech stack.

Key Responsibilities

• Provide timely and effective technical support via email, chat, and calls
• Troubleshoot issues related to APIs, integrations, performance, and access
• Reproduce customer issues and document bugs for escalation to engineering
• Write knowledge base articles, FAQs, and documentation to reduce incoming queries
• Collaborate with engineering and product teams to resolve recurring issues
• Monitor support dashboards and meet defined SLAs and CSAT goals
• Assist in onboarding and training users where required
• Identify patterns and provide feedback for continuous product improvement

Must-Have Skills

• 1 - 3 years of experience in technical/customer support or engineering roles
• Strong problem-solving and troubleshooting abilities
• Experience with support tools (e.g., Zendesk, Freshdesk, Intercom)
• Comfortable with logs, CLI tools, basic database queries (SQL)
• Excellent communication and documentation skills
• Ability to empathize with users and stay calm under pressure

Bonus Skills

• Experience supporting SaaS platforms or B2B tech products
• Exposure to DevOps or cloud platforms (AWS, GCP, Azure)
• Understanding of CI/CD or containerized apps (Docker, Kubernetes)

Why Join Us?

Global Reach, Local Impact: At upGrad, you'll be part of a dynamic, diverse team that makes a difference on a global scale while creating opportunities for local communities. With 25 offices worldwide and a team of over 5100 professionals, upGrad has successfully enrolled over 10 million learners across 70+ countries.

Award-Winning Excellence: With accolades such as being named the No.1 startup in India for three consecutive years by LinkedIn's Top Startups list [2018, 2019, and 2020], upGrad's commitment to innovation and impact is unparalleled. Additionally, upGrad has earned prestigious titles such as the ET Best Education Brand 2020 and inclusion in the esteemed GSV Global EdTech 50 List 2020, further solidifying our position as a leader in the education technology sector.

Endless Opportunities: Join upGrad and unlock a world of opportunities for growth, learning, and personal development. With a team spread across PAN India / International and a global network of partners, upGrad provides you with the support, resources, and opportunities you need to succeed and thrive.