Location: Bangalore (Hybrid)
Experience: 2 to 4 Years
Employment Type: Full-Time
About the Role
We are looking for a proactive and detail-oriented L1 Support Engineer who can manage customer-facing storefront issues, investigate root causes, and coordinate with internal technical teams for faster resolution. The ideal candidate should possess a strong investigation mindset, basic development experience, and the ability to understand application workflows and system behavior.
This role requires strong ownership of support tickets, adherence to SLAs, and excellent communication skills while working closely with clients and engineering teams.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field.
- 2 – 4 years of experience in technical support, application support, or software development.
- Hands-on development experience with Python or JavaScript.
- Strong analytical and investigation skills with the ability to identify failure points through logs and debugging.
- Understanding of application workflows, APIs, and storefront operations.
- Ability to understand business workflows and build operational workarounds where required.
- Strong problem-solving skills with a customer-first mindset.
- Familiarity with ticketing systems and basic storefront troubleshooting.
- Excellent verbal and written English communication skills for client interactions.
Key Responsibilities
- Manage and respond to all client support tickets related to storefront and customer-facing issues.
- Investigate and troubleshoot issues including:
- Product pricing errors or incorrect pricing
- Broken product links
- Product option/customisation issues
- Login and registration failures
- Checkout process breakdowns
- Payment gateway failures
- Discount or promotion configuration issues
- Other storefront-related operational problems
- Analyse application logs and system behaviour to identify root causes and failure points.
- Resolve issues that can be handled at the L1 level and escalate complex issues to L2/L3 teams with clear technical documentation and investigation details.
- Ensure strict adherence to ticket SLAs and response timelines.
- Take ownership of tickets from initial response through resolution and closure.
- Perform Root Cause Analysis (RCA) for all resolved tickets.
- Maintain and update knowledge base documentation to reduce repetitive issues and improve support efficiency.
- Coordinate with engineering, QA, and product teams to ensure timely issue resolution.
- Provide clear and professional communication to clients throughout the support lifecycle.
Preferred Skills
- Understanding of eCommerce/storefront platforms and customer journeys.
- Basic understanding of APIs, databases, and web technologies.
- Experience working with monitoring/logging tools is an advantage.
- Ability to work in a fast-paced client-facing environment with strong ownership and accountability.
What We Are Looking For
- A curious and investigative mindset.
- Strong ownership and accountability toward customer issues.
- Ability to learn quickly and adapt to new systems and workflows.
- Team player with strong communication and coordination skills.
- Passion for troubleshooting and delivering reliable customer support.
Pay: ₹10,398.47 - ₹39,784.48 per month
Benefits:
- Flexible schedule
- Health insurance
- Paid time off
Work Location: Hybrid remote in Bengaluru, Karnataka
