Technical Support Engineer

Key Responsibilities

• Handle technical support tickets via email, phone, or remote access tools.
• Diagnose and resolve application issues related to configuration, design, or performance.
• Collaborate with internal teams (Product, QA, Engineering) on complex or escalated issues.
• Recreate customer environments to reproduce and analyze reported problems.
• Test and validate software patches, upgrades, and hotfixes prior to release.
• Document issues, resolutions, and best practices in the knowledge base.
• Participate in team meetings to share insights and continuous improvements.

Key Requirements

• 2–5 years of experience in Technical Support, Application Support.
• Open to junior engineers with strong problem-solving skills and a desire to learn enterprise software environments.

Technical Environment:

• Operating Systems: Windows Server, Linux
• Databases: SQL Server, Oracle, DB2
• Web/Application Servers: Tomcat, WebSphere

Problem-Solving & Analysis

• Strong analytical thinking with the ability to read logs, trace errors, and reproduce customer setups.
• Able to clearly communicate technical details to both technical and non-technical audiences.
• Write clear, detailed reports for issue escalations and documentation.

Soft Skills

• Customer service mindset: patient, calm, and solution-oriented.
• Team player with the ability to work independently when needed.
• Adaptable and comfortable in a fast-paced, evolving technical environment.