Itilite Technologies - Support Engineer (2-4 yrs)

We are seeking a skilled and customer-focused Support Engineer to join our team at itilite.

In this role, you will provide technical assistance to users of our software applications, ensuring seamless issue resolution, maintaining high customer satisfaction, and contributing to the continuous improvement of our products.

If you have a strong technical background, excellent problem-solving skills, and a passion for helping others, we want to hear from you!

Responsibilities :

- Technical Support : Address and resolve technical issues related to our software application via email, chat, or calls, ensuring timely and effective response

- Troubleshooting : Diagnose and debug application issues, analyze error logs, and recommend solutions to end-users and internal teams.

- Knowledge Base Management : Document common issues, resolutions, and best practices to improve self-service resources for users.

- Collaboration : Work closely with engineering, QA, and product teams to escalate and resolve complex technical problems.

- Customer Engagement : Assist customers with configuration, integration, and usage of the software to maximize their experience and satisfaction.

- Incident Management : Monitor and track support tickets, ensuring that issues are prioritized and resolved according to SLA standards.

- Continuous Learning : Stay updated with new features, updates, and industry trends to provide knowledgeable and proactive support.

Requirements :

Educational Background : Bachelor's degree in Computer Science, Information Technology, or a related field ( equivalent experience).

- 2+ years of experience as a Support Engineer.

- Strong understanding of software applications, including installation, configuration, troubleshooting, analyses, AWS CloudWatch, AWS OpenSearch, RDS, etc.

- Familiarity with databases (e.g, MySQL, PostgreSQL, MongoDB) and system integrations.

- Comfortable in Linux-based systems like Ubuntu.

- Experience with ticketing systems (e.g, Jira, Zoho) is a plus.

- Problem-Solving Skills : Ability to analyze and resolve technical problems effectively and independently.

- Communication Skills : Strong verbal and written communication skills to explain technical concepts to non-technical users clearly.

- Customer Focus : A proactive attitude towards understanding and solving customer issues with empathy and patience.

- Experience with cloud platforms like AWS.

- Knowledge of Python is a plus