Technical Support Engineer

About the Role

We are seeking a dedicated Technical Support Engineer to join our team in Jaipur, Rajasthan. In this role you will be responsible for resolving complex technical issues, supporting customers through various channels, and ensuring high levels of satisfaction. You will leverage your expertise in troubleshooting networking databases and Linux to diagnose problems, manage support tickets using Jira or Zendesk, and collaborate with cross‑functional teams to deliver timely solutions.

• Provide first and second level support via phone, email, and chat
• Troubleshoot hardware, software, network and database issues
• Manage and prioritize support tickets in Jira or Zendesk
• Perform root cause analysis and document solutions
• Escalate unresolved issues to engineering teams
• Maintain and update knowledge base articles
• Collaborate with product and engineering teams to improve support processes
• Conduct customer training and produce technical documentation

• 2 years of experience in technical support or related field
• Strong troubleshooting and problem‑solving skills
• Solid understanding of networking basics (TCP/IP, DNS, DHCP)
• Proficiency in SQL for database querying and troubleshooting
• Hands‑on experience with Linux operating systems and shell commands
• Familiarity with ticketing tools such as Jira or Zendesk
• Excellent verbal and written communication skills
• Customer‑centric attitude and ability to build positive relationships

• CCNA or RHCSA certification
• Experience with scripting languages such as Bash or Python
• Exposure to cloud platforms like AWS or Azure
• Experience in a SaaS environment or supporting web applications
• Additional language proficiency in Hindi or other regional languages