IT Technical Support Engineer
Skills
About the role
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
Questions about this role
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