Technical Support Engineer

About the Role

We are seeking a skilled Technical Support Engineer to join our support team in Pune. As a Technical Support Engineer, you will be the frontline technical expert helping our customers resolve complex technical issues related to our software applications and database systems. You will diagnose problems, provide solutions, and ensure customer satisfaction while contributing to product improvement through feedback loops. This role combines technical expertise with excellent communication skills to deliver outstanding customer experiences.

Key Responsibilities

• Provide advanced technical support for enterprise software applications and database systems through multiple channels including phone, email, and ticketing systems
• Diagnose and troubleshoot complex technical issues related to SQL databases, application connectivity, and system performance
• Write and execute SQL queries to investigate data-related issues, verify data integrity, and extract information for troubleshooting
• Document technical issues, solutions, and workarounds in the knowledge base for future reference and team learning
• Collaborate with development and engineering teams to escalate and resolve critical bugs and feature requests
• Create and maintain technical documentation including troubleshooting guides, FAQs, and best practices
• Monitor system health dashboards and proactively identify potential issues before they impact customers
• Conduct root cause analysis for recurring issues and recommend permanent solutions
• Assist with software installations, upgrades, and configuration for customers
• Participate in on-call rotation to provide after-hours support for critical customer issues
• Train customers on product features, best practices, and optimization techniques
• Contribute to continuous improvement initiatives to enhance support processes and customer experience

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• 2+ years of experience in technical support, help desk, or a similar customer-facing technical role
• Strong proficiency in SQL with ability to write complex queries, understand database schemas, and troubleshoot data issues
• Experience with relational database management systems such as SQL Server, MySQL, or PostgreSQL
• Understanding of networking fundamentals including TCP/IP, DNS, firewalls, and VPNs
• Experience with ticketing systems such as Zendesk, ServiceNow, or Jira Service Management
• Strong analytical and problem-solving skills with attention to detail
• Excellent verbal and written communication skills with ability to explain technical concepts to non-technical users
• Customer-focused mindset with patience and empathy when handling challenging situations
• Ability to work independently and manage multiple priorities in a fast-paced environment

What We Offer

• Opportunity to develop deep technical expertise across various technologies
• Direct impact on customer success and satisfaction
• Clear career progression paths into senior support, engineering, or product roles
• Comprehensive training program and ongoing skill development opportunities
• Collaborative team environment with knowledge sharing culture
• Competitive benefits package including health insurance
• Work-life balance with flexible scheduling options