Software Support Engineer

Kickstart your tech career by delivering essential technical support, troubleshooting issues, and ensuring exceptional client satisfaction.

Responsibilities:

• Recognize, analyze, and troubleshoot technical problems while maintaining clear and professional communication with customers, preferably in the US/UK region.
• Serve as the primary interface between Customer Success, Engineering, and Product Management for issue resolution and long-term improvements.
• Conduct basic root cause analysis and correlation of system, network, and application problems.
• Reproduce customer-reported issues, document findings, and escalate cases to engineering when required.
• Provide effective solutions or workarounds and ensure timely resolution of customer issues.
• Collaborate with cross-functional teams to continuously improve technical processes and client interaction skills.
• Deliver excellent customer experiences with strong communication, analytical, and problem-solving abilities.
• Flexible to work across multiple time zones as needed.

Requirements:

• Have good understanding of network devices such as firewalls, routers, and switches.
• Basic knowledge of Windows and Linux servers (installation, configuration, troubleshooting).
• Understanding of Microsoft 365 administration, including user and license management, and Microsoft Exchange.
• Experience working with or exposure to Managed Service Providers (MSPs) is a plus.
• Strong interest and ability to perform software application troubleshooting and root cause analysis.
• Experience: Fresher to 1 year of relevant experience in a technical support or IT role.