Technical Support Engineer

Role Overview

As a Resident Engineer, you will serve as the on-site technical representative responsible for diagnosing, troubleshooting, and resolving software and system issues related to the Eocean application deployed on cloud environments. You will act as the first line of support for the client, ensuring seamless communication, timely resolution of issues, and coordination with internal product and development teams.

Key Responsibilities

• Diagnose, troubleshoot, and resolve technical and application issues on-site.
• Research and identify root causes of software or configuration problems.
• Communicate effectively with end users and business teams through email, chat, or phone until issues are resolved.
• Escalate complex issues to internal teams (e.g., software development, product) with detailed documentation.
• Track and manage open issues, ensuring resolution within agreed SLAs.
• Maintain and support E Ocean application on UAT and Production environments.
• Coordinate with client IT Operations & Support teams for deployment and post-deployment validation.
• Observe, test, and validate new product features, upgrades, and configurations.
• Document troubleshooting steps, technical findings, and solutions in internal knowledge bases.
• Prepare timely reports on issue trends, recurring incidents, and client feedback.
• Maintain positive working relationships with clients to ensure satisfaction and trust.

Qualifications and Experience

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• 2–3 years of experience in Technical Support, Application Support, or Resident Engineer roles.
• Hands-on experience with Windows and Linux operating systems.
• Proficiency in SQL databases (Microsoft SQL, MySQL, or Oracle).
• Basic understanding of Java, Node.js, and scripting/programming concepts.
• Strong diagnostic and problem-solving skills with an analytical mindset.
• Excellent communication and customer-handling abilities.
• Ability to work independently and manage multiple priorities.
• Familiarity with cloud-based applications and deployment procedures is a plus.

Key Competencies

• Technical troubleshooting and analytical thinking
• Effective communication and client relationship management
• Time management and multitasking
• Team collaboration and coordination
• Attention to detail and documentation discipline

Job Type: Full-time

Application Question(s):

• Current Salary?
• Expected Salary?

Work Location: In person