Tech Support Engineer

Job Description:

Role Overview

We are seeking a Technical Support Engineer with a minimum of 3 years of relevant experience to deliver high-quality technical assistance to our clients. This is an end-to-end support role covering the complete ticket lifecycle—from issue logging to final resolution. The role requires alignment with UK business hours (1:30 PM IST to 9:30 PM IST).

Key Responsibilities

• Own customer-reported technical issues from ticket creation to final resolution
• Communicate with clients clearly, professionally, and with precision
• Research, diagnose, troubleshoot, and resolvesystem and application issues
• Follow standard operating procedures for timely escalationto internal teams
• Ask targeted diagnostic questionsto identify root causes quickly
• Provide prompt, accurate, and actionable feedbackto customers
• Prepare accurate and timely technical reports
• Document technical knowledgethrough notes, FAQs, and manuals
• Build and maintain professional, collaborative relationshipswith clients

Technical Skill Requirements

• Working knowledge of:
  • Frontend technologies
  • Backend systems
  • Databases and queries
  • APIs and integrations
• Strong understanding of ticketing systems and support workflows

Candidate Profile 

• Minimum 3+ years of experiencein technical support
• Strong verbal and written communicationskills
• Proven ability to demonstrate ownership, accountability, and problem-solving
• Structured approach to troubleshooting and documentation
• Ability to perform under SLA-driven environments
• High client-orientation with a solution-focused mindset