Technical Support Engineer (Rotational Shift)

Braves Technologies

Atlanta (GA)

Hybrid

USD 60,000 - 80,000

Full time

14 days+

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Benefits offered by this job

Competitive Salary

Hybrid work culture

Flexible work timings

Family Group Medical Health Insurance

Leave encashments

Regular Fun and Sports activities

Other benefits like Gratuity, PF/VPF, maternity

Job summary

A technology firm in Atlanta seeks a technical support professional to manage customer incidents and provide assistance for hardware and software issues. The ideal candidate will hold a degree in Computer Science or Engineering, possess strong customer service skills, and have experience with SQL. This role offers a competitive salary, hybrid work culture, and various benefits including medical insurance and leave encashments.

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.
Manages incidents, ensures customers are updated and incidents are escalated 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.
Utilizes a network of relationships to collect and disseminate information to achieve desired company objectives.
Assists with larger Team Projects and acts as a lead on smaller projects.

Skills

Bachelor’s degree in engineering, computer engineering, networking, or IT-related preferred

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

Job description

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.

For more information, you can visit https://www.bravestechnologies.com/

Our Culture

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 Location

Pune (Remote)

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

Bachelor’s degree in engineering, computer engineering, networking, or IT-related preferred.
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.