Technical Support Engineer

Job Description:

ABOUT THE ROLE
Technical Support Engineers are the core delivery engine of the client's global Customer Support operation. Working from the Bangalore Centre of Excellence, these engineers investigate and resolve customer incidents across the client's full product portfolio, applying systematic troubleshooting techniques alongside AI-assisted tools to deliver accurate, timely resolutions. Beyond resolving individual cases, Technical Support Engineers are expected to actively contribute to the client's AI and automation transformation, capturing new knowledge, identifying patterns, and helping improve the self- service and automated support capabilities that will reduce recurring issues over time.

KEY RESPONSIBILITIES
• Investigate and resolve customer-reported incidents via the support portal, email, and other case channels, across the client's application and platform portfolio.
• Perform structured troubleshooting including log analysis, configuration validation, API testing, database queries, and environment diagnostics.
• Leverage AI-assisted tools and the knowledge base to accelerate case resolution and improve first-contact resolution rates.
• Document all case activity accurately and thoroughly, maintaining clear customer communications and case history at every step.
• Escalate complex issues to Senior Technical Support Engineers with comprehensive investigation summaries and reproduction steps.
• Contribute new knowledge articles and troubleshooting guides to the team knowledge base after each case resolution.
• Identify patterns in recurring issues and surface them to senior engineers and team leadership for root cause and product improvement action.
• Participate in 24x7 follow-the-sun coverage rotations, including shift coverage for EMEA, Americas, and APAC time zones as required.
• Continuously develop product knowledge through structured training, self-study, and collaboration with the engineering and product teams.

REQUIRED QUALIFICATIONS
• 2+ years of experience in technical support, application support, or a similar customer-facing technical role.
• Solid troubleshooting skills across enterprise web applications and server-side environments.
• Familiarity with relational databases, including the ability to read SQL queries, interpret results, and review logs.
• Basic understanding of REST APIs and the ability to test endpoints using tools such as Postman or curl.
• Familiarity with cloud-hosted application environments (AWS, Azure, or GCP).
• Clear and professional written and verbal communication skills in English.
• Ability to manage multiple concurrent cases with attention to detail and customer focus.
• A genuine passion for problem-solving and helping customers succeed.
• AI maturity Level 3: active weekly user of AI productivity tools with demonstrated ability to use AI-powered knowledge search, draft response tools, and AI-assisted triage to improve case resolution speed and first-contact resolution  rates.
• Comfortable in a draft-first AI response model, proficient at reviewing, editing, and accepting AI-generated case responses appropriately, contributing to team-level draft acceptance rate targets of 65% or above.

PREFERRED QUALIFICATIONS
• Experience with GIS or geospatial technologies and platforms.
• Knowledge of networking concepts, DNS, SSL, and load balancing as they apply to enterprise SaaS applications.
• Scripting experience (Python, Bash, or similar) for log parsing or diagnostic automation.
• Familiarity with AI-powered support tools including intelligent ticket triage, AI knowledge search, and automated response drafting (Zendesk AI, Intercom, Salesforce Einstein, or equivalent).
• Interest in contributing to AI knowledge improvement, submitting high-quality knowledge articles, identifying AI response gaps, and providing structured feedback on AI draft quality.
• ITIL Foundation or equivalent service management awareness.
• Experience working in a follow-the-sun global support model.
 
ABOUT THE COMPANY
A global software company providing geospatial network management solutions to the telecom and utility industries. Its platform helps customers plan, build, and operate complex network infrastructure more efficiently,
supporting the digital transformation of networks worldwide. The company operates internationally and is currently executing a strategic transformation to become a SaaS-first, AI-first business, with the Global Customer Support organisation central to that mission. The Bangalore Centre of Excellence is a new build-out. The client is an equal opportunity employer, committed to diversity and to creating an inclusive environment for all
employees.