Job Title: Support Engineer (Night Shift)
Job Overview
We are seeking a technical and customer-centric Support Engineer to join our global support
team during the night shift. In this role, you will be the frontline technical expert for our clients,
ensuring high availability and seamless operation of their systems.
You will combine your technical prowess in device configuration and data analysis with
exceptional communication skills to resolve complex client issues, optimize system
performance, and deliver data-driven insights.
Key Responsibilities
1. Client Support & Relationship Management
- Act as the primary technical point of contact for enterprise clients during night-shift
- hours, managing critical incidents via ticketing systems, live chat, and phone.
- Own, troubleshoot, and resolve technical issues, ensuring strict adherence to Service Level Agreements (SLAs).
2. Device & System Configuration
- Remote provisioning, configuration, and optimization of client hardware, software, and network devices.
- Maintain and update configuration standards, ensuring all deployment documentation is accurate and up to date.
- Identify, diagnose, and resolve configuration drift or device communication failures.
3. Data Analysis & Reporting
- Analyze system logs, error metrics, and performance data to identify root causes of recurring technical failures.
- Develop data-driven recommendations to preemptively improve system reliability and client experience.
- Compile regular shift reports and incident summaries for cross-functional engineering teams.
Qualifications & Skills
Required Technical Skills
- Experience: Freshers or 1 years of experience in a Technical Support, Systems Engineering, or IT Support role.
- Device Management: Hands-on experience with device configuration (routers, switches, IoT devices, or enterprise endpoints).
- Data Proficiency: Strong analytical skills with experience using data tools (e.g., SQL,
- Excel, Tableau, Splunk, or Kibana) to parse logs and spot trends.
- Networking: Solid understanding of TCP/IP, DNS, DHCP, and basic network troubleshooting.
Soft Skills & Operational Requirements
- Shift Flexibility: Proven ability or explicit willingness to work a permanent or rotating night shift.
- Problem-Solving: Exceptional analytical and diagnostic skills with a knack for thinking on your feet.
- Communication: Outstanding written and verbal English communication skills.
- Independence: Self-motivated and comfortable working in a quiet, low-supervision environment.
Pay: ₹200,000.00 - ₹400,000.00 per year
Benefits:
- Health insurance
- Paid sick time
- Provident Fund
Work Location: In person
