The Technical Support Engineer will be responsible for troubleshooting technical issues, supporting customers, managing support tickets, and working closely with development teams to resolve product-related problems. The ideal candidate should have strong technical knowledge, problem-solving abilities, and excellent communication skills.
Key Responsibilities Customer Support
- Provide technical support via phone, email, chat, and ticketing systems.
- Respond to customer inquiries and resolve issues promptly.
- Guide customers through product setup, configuration, and usage.
- Ensure high customer satisfaction and service quality.
Technical Troubleshooting
- Diagnose and resolve software, application, and user-related issues.
- Investigate bugs and technical problems reported by customers.
- Replicate issues and provide detailed reports to development teams.
- Verify fixes before releasing solutions to customers.
Product Support
- Support all MIT software products and modules.
- Assist with software implementation and onboarding.
- Conduct user training sessions when required.
- Maintain product knowledge and stay updated on new features.
Documentation
- Create and maintain technical documentation.
- Develop knowledge base articles and troubleshooting guides.
- Document common issues and resolutions.
Collaboration
- Coordinate with developers, QA engineers, and product teams.
- Escalate critical issues and track resolution progress.
- Participate in testing and product improvement activities.
Required SkillsTechnical Skills
- Knowledge of web applications and SaaS platforms.
- Understanding of databases such as PostgreSQL and Supabase.
- Basic knowledge of APIs and integrations.
- Familiarity with Windows and web technologies.
- Experience with ticketing or helpdesk systems.
- Understanding of software troubleshooting methodologies.
Soft Skills
- Excellent communication skills.
- Strong analytical and problem-solving abilities.
- Customer-focused approach.
- Patience and attention to detail.
- Ability to manage multiple support requests.
Preferred Qualifications
- Bachelor's degree in Computer Science, IT, Software Engineering, or related field.
- 1–3 years of experience in technical support or IT support.
- Freshers with strong technical knowledge may also apply.
- Experience with SaaS products is an advantage.
Work Location: In person
