Technical Support Engineer (Rotational Shift)

Braves Offshore Management Services Private Limited; Maharashtra; On-site; INR 420,000 - 640,000; Full time

Benefits offered by this job

Family Health Insurance & Accidental

Leave encashments

Fun and Sports activities

Gratuity & PF

Job summary

Braves Technologies is seeking a Technical Support Engineer for rotational shift in Maharashtra, India. The role focuses on resolving customer incidents, providing remote support, and maintaining documentation. Requires 2–5 years in troubleshooting networking, software, and hardware, with strong communication and SQL skills.

Full-time position with benefits and ongoing learning opportunities. You'll work to ensure uptime, document solutions, and collaboratively resolve complex issues across

Qualifications

• Minimum 2-5 years of experience in troubleshooting networking, software, hardware, and communications technologies.
• Strong troubleshooting and problem-solving skills with a customer-first approach.
• Excellent written and verbal communication and ability to document clearly.

Responsibilities

• Act as a customer advocate and resolve customer requests internally and externally.
• Handle incidents/requests for technical assistance via phone or electronic channels.
• Gather logs and backups promptly at ticket intake and document progress.
• Diagnose and resolve hardware and software issues with ownership through resolution.
• Escalate to other departments when needed and coordinate cross-functionally.
• Provide remote technical assistance for installation, troubleshooting, and configuration.
• Maintain clear issue descriptions and update customers on ticket life cycle.
• Proactively ensure system uptime and optimal use of functionality; maintain positive attitude.
• Develop technical documentation and maintain a knowledge database.
• Participate in team meetings and share knowledge; assist with larger projects.

Skills

Customer service

Networking troubleshooting

Software troubleshooting

SQL queries

Communication skills

Windows and SQL Server

Independent worker

Education

Degree/PG in Computer Science or Engineering OR Equivalent

Tools

Incident Management System

SQL

Job description

Technical Support Engineer (Rotational Shift)

2-4 years

Additional place of work

Full-Time

Our Company:

Founded in 2003, Braves Technologies is helping global technology companies incubate their dedicated

offshore software development teams in India. For the past 15+ years, Braves has been building Software

Engineering, Game Development, and Customer Success teams for clients across the US and Australia.

We are a team focused on high performance, high delivery, diverse thinking, and embodying a

collaborative culture at all levels. We value and encourage learning throughout the organization. Every

employee at Braves understands ownership and fulfills what is required. We align a perfect work-life

balance.

Work shift: Rotational with 2 days per week off

Primary Responsibilities -

• Acts as a customer advocate, responsible for resolving customer requests both internally and externally.
• Responsible for handling Customer incidents/requests for technical assistance via phone or electronically.
• Responsible for grabbing all necessary logs and backups in a timely manner upon ticket intake.
• Diagnosis and resolution of Customer hardware and software issues.
• Ownership of mainly P1 -P3 customer incidents through resolution, including working cross-functionally with other departments.
• Identifies customer issues, finds solutions, or proceeds with the escalation process to another department.
• Provides remote technical assistance with regards to software and hardware issues, installation, troubleshooting, and configuration
• Documents clear descriptions of issues from customers and clearly log continuous progress of issues and the resolution the life of the ticket to keep customers informed throughout the process.
• Manages Incidents, ensures customers are updated and communicated to regularly, and incidents are escalated and followed-up on in a timely manner.
• Proactively works with clients to ensure system uptime and optimal use of system functionality.
• Maintains a positive customer service attitude.
• Develops technical documentation, FAQs, and maintains a knowledge database.
• Maintains up-to-date industry technical knowledge.'
• Actively participates in Team Meetings and provides training to others on the team as knowledge is developed.
• Utilizes a network of relationships to collect and disseminate information, build support, and secure buy-in to achieve desired company objectives.
• Assist with larger Team Projects for continuous improvement and acts as a lead on smaller projects.

Skills Required-

• High level of Customer Service attitude and aptitude.
• Minimum 2-5 years of experience troubleshooting networking, software, hardware, and communications technologies.
• Understanding and ability to execute SQL queries and commands.
• Experience working with an Incident Management System.
• Strong communication skills including oral, written, and customer approach.'
• Strong knowledge of hardware and software components.
• Strong Time Management Skills.
• Strong understanding of Microsoft Windows and SQL servers.
• Experience in a Technical Support environment.
• Self-motivated and the ability to work independently.

Education:

Degree/PG in Computer Science or Engineering OR Equivalent

What’s in it for you/Benefits of working with us:

• Family Group Medical Health Insurance / Group Accidental Insurance
• Leave encashments (Gross, not just base salary)
• Regular Fun and Sports activities / Birthday/Anniversary Celebrations
• Other benefits like Gratuity, PF/VPF, maternity, etc.