Support Engineer

Overview

The Support Engineer is responsible for providing technical support to customers and internal teams, resolving incidents within agreed SLAs, and ensuring high customer satisfaction. The role involves troubleshooting hardware/software or application issues, documenting solutions, and collaborating with development/infra teams for complex problems.

• Respond to customer/user queries via phone, email, chat, or ticketing system.
• Troubleshoot and resolve technical issues related to software, hardware, network, or cloud services.
• Perform root-cause analysis and provide workarounds or permanent fixes.
• Install, configure, and support applications, systems, or devices as per company products.
• Monitor incidents, update tickets regularly, and ensure closure within SLAs.
• Escalate complex issues to L2/L3 or development teams with clear technical details and logs.
• Document known issues, solutions, and FAQs in knowledge base.
• Assist in deployments, upgrades, and basic maintenance tasks (e.g., patches, configuration changes).
• Communicate clearly with non-technical users and maintain a high standard of customer service.

• 4–5 years of experience in technical support / helpdesk / application support
• Operating systems (Windows / Linux / macOS – customize as per need)
• Databases and basic SQL (for application/support engineer roles)
• Experience with ticketing tools (e.g., JIRA, Service Now, Zendesk, Freshdesk).
• Strong analytical and problem‑solving skills.
• Excellent verbal and written communication skills.
• Willingness to work in shifts / on‑call rotation if required.

• Experience with scripting (Shell/Python/Power Shell) for automation.
• Knowledge of cloud platforms (AWS/Azure/GCP) or Dev Ops tools (Docker, Kubernetes, CI/CD).
• Relevant certifications (e.g., ITIL, CompTIA, Microsoft, Cisco) as per domain.

Mid‑Senior level

Contract

Information Technology

IT Services and IT Consulting

Columbus, OH $60,000.00–$80,000.00 (2 months ago)