Role Overview :
We are hiring for a Technical Support Engineer who would be playing a crucial role in Analyzing and troubleshooting technical issues raised through field and Engineering support tickets.
He/she would be investigating issues, identifying the root cause or probable reason, and drive them towards resolution.
Analyze field and production issues using reported symptoms, application/system logs, incident patterns, data inconsistencies, and technical dependencies.
Reproduce issues and perform internal validation to isolate the cause and confirm the behavior.
Troubleshoot issues across software, hardware, firmware, algorithms, device configuration, connectivity, and user behavior.
Handle production issues and escalations based on priority and business impact.
Work closely with QA, Product, Engineering, Hardware, Customer Success, and other teams to investigate issues, validate fixes, and drive them to closure.
Share field insights with QA and Engineering to identify recurring issues, product gaps, and potential improvements.
Provide configuration and operational support, including organization-level feature enablement and configuration changes.
Maintain and improve run-books and debugging guides to help Field and Support teams troubleshoot common issues.
Proactively coordinate with Field and Remote-Support teams to provide technical guidance and assistance.
Manage multiple concurrent issues independently, ensuring timely follow-up and closure
Support India and US teams with a shift schedule of approximately 2 PM–11 PM IST.
