Application/Technical Support Engineer

We are looking for a technical support engineer to provide technical and operational support to our customers.Experience - 2 to 3 Years Eductaion: Graduate in any discipline (preferably Engineering)Skills:Good communication and presentation skills in EnglishShould be comfortable to work in Evening and Night ShiftsFair understanding of any flavor of Linux (Preferable)Fair understanding of SQL and RDBMSExperience in utilizing issue tracking and management software is nice to haveKnowledge on AWS or Azure cloud platforms would give added advantageStrong documentation and reporting skillsExcellent troubleshooting abilitiesExperience in handling customer support queriesAbility to coordinate effectively with cross-functional teamsJob Responsibilities:Deliver high-quality technical support by troubleshooting, diagnosing root causes, and resolving customer issues using logs, configs, and system data.Develop strong product and industry knowledge to guide customers in effective product usage.Create and maintain clear documentation (KB articles, FAQs, troubleshooting guides) for self-service support.Communicate professionally to build strong customer relationships and enhance experience.Collect and analyze user feedback to identify improvements and optimize support processes.Collaborate with cross-functional teams to escalate complex issues and support product enhancements.Contribute to process improvements, knowledge sharing, and training of new team members.Maintain accurate reports and documentation of support activities and customer interactions.Possess foundational AI knowledge, including LLMs, prompt engineering, AI tools, and performance metrics.

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