Technical Support Engineer

Redolent Infotech Pvt. Ltd.; Sunnyvale (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Redolent Infotech Pvt. Ltd. in Sunnyvale, CA, is seeking a Technical Support Engineer for a direct client engagement in a 6 to 12+ month role. The position emphasizes L1 support, ticket management, and driving automation toward self-serve tools.

Responsibilities include setting up troubleshooting guides and monitoring, resolving issues within SLAs, and escalating when deeper expertise is needed. A bachelor's degree and 2–4 years of experience are required.

Qualifications

• Bachelor's degree in area of specialty and 2-4 years of experience.
• Experience in technical support for software and setups.
• Able to meet SLAs and escalate appropriately.

Responsibilities

• Provide L1 manual support for clients per escalation matrix.
• Manage tickets and resolve within SLAs; drive ticket closure.
• Develop automation toward self-serve support tools.
• Set up troubleshooting guides and monitor/alert systems.

Skills

L1 support

Ticket management

Automation

Troubleshooting

Escalation handling

Education

Bachelor's degree in area of specialty

Job description

One of our direct client is urgently looking for a Technical Support Engineer @ Sunnyvale CA

TITLE: Technical Support Engineer

LOCATION: Sunnyvale CA

Duration: 6 to 12+ Months

Rate: DOE

Job Description

• L1 Manual support for clients as part of escalation matrix
• b) Ticket mgmt - Resolve and acknowledge tickets within SLAs and driving ticket closure
• c) Automation towards self serve support tool
• d) Setup troubleshooting guides and operational monitoring and alerting.

Description

Troubleshoots and develops technical solutions related to software and setup errors for field engineers, technicians, and customers. Creates workaround procedures when standard procedures have failed and ensures issues are resolved in a timely fashion. Escalates urgent problems requiring more in-depth knowledge to appropriate internal resources. Requires a bachelor's degree in area of specialty and 2-4 years of experience.