Technical Support Engineer

Job Summary:-

We seek a Technical Support Engineer to provide support during IST and European hours. This role focuses on monitoring and triaging customer issues, investigating logs, and escalating critical problems to the engineering team. You'll also be able to help customers directly when high-priority problems arise.

Key Responsibilities:-

• Monitor and Triage: Handle incoming customer issues during overnight and holiday hours.
• Technical Investigation: Analyze logs and diagnostics to identify and resolve technical problems.
• Issue Escalation: Collaborate with engineering to prioritize and resolve complex issues.
• Customer Interaction: Communicate with customers during critical incidents to gather information and provide updates.
• Documentation: Maintain internal knowledge base and contribute to process improvements.

Requirements:-

• Based in IST or European time zones.
• Experience in technical support or engineering, preferably in a B2B SaaS environment.
• Proficiency in log analysis and programming (JavaScript preferred).
• Strong problem-solving skills and attention to detail.
• Fluent in English, with excellent written and verbal communication.