Technical Support Engineerv-SaaS

Location: Imaliya

About We360.ai
We360.ai  is a fast-growing SaaS company specialising in employee monitoring, workforce productivity, and workplace analytics. Our mission is to help organisations build more productive, transparent, and data-driven workplaces through technology.
With a strong global presence, We360.ai serves  2,000+ organisations and 15,000+ active users worldwide . Our platform enables businesses to gain actionable insights into workforce productivity, streamline operations, and make informed decisions.
Learn more about us 60.ai

About the Role
We are looking for a  Technical Support Engineer  who is passionate about technology, troubleshooting, and delivering exceptional technical support.
In this role, you will work closely with our  Engineering, Sales, and Customer Success teams  to ensure the smooth deployment, installation, configuration, and ongoing support of our applications. You will play an important role in understanding customer environments, resolving technical issues, and improving the overall technical experience for our customers.
The ideal candidate should have strong troubleshooting skills, a good understanding of operating systems and endpoint management, and the ability to communicate technical concepts clearly to both technical and non-technical stakeholders.

Key Responsibilities
Collaborate with the  Software Engineering team  on the distribution, deployment, installation, and testing of We360.ai's native applications.
Work closely with the  Sales team  to understand customer IT environments and provide technical guidance on application installation, configuration, deployment, and management.
Partner with the  Customer Success team  to ensure smooth customer onboarding and provide technical support throughout the post-onboarding journey.
Diagnose, troubleshoot, and resolve application, operating system, installation, and endpoint-related technical issues.
Provide customers and internal teams with clear, step-by-step technical guidance through written and verbal communication.
Assist in identifying recurring technical issues and recommend solutions to improve product reliability and customer experience.
Support the development of internal tools and processes for collecting  application analytics, diagnostics, logs, and performance metrics .
Document technical issues, troubleshooting steps, solutions, and best practices for internal knowledge bases.
Collaborate cross-functionally to escalate complex technical issues and ensure timely resolution.
Stay updated on relevant technologies, endpoint management tools, operating systems, and IT security practices.

Qualifications & Skills

• Proven experience as a  Technical Support Engineer, Desktop Support Engineer, IT Support Engineer, Help Desk Technician , or in a similar technical support role.

• Hands-on experience with  Windows, Linux, and macOS  environments.

• Good understanding of application installation, deployment, and configuration processes.

• Working knowledge of  OS security, antivirus/endpoint protection, firewalls, permissions, and system policies .

• Strong understanding of computers, mobile devices, operating systems, and other technology products.

• Familiarity with  Mobile Device Management (MDM)  and endpoint management solutions such as:
Microsoft Intune
Manage Engine MDM
Kaspersky Endpoint Security
Active Directory / Group Policy

• Ability to independently diagnose and troubleshoot common hardware, software, application, and connectivity issues.

• Familiarity with remote support and help desk tools such as  Zoho Desk, Any Desk , or similar platforms.

• Strong analytical and problem-solving abilities.

• Excellent written and verbal communication skills.

• Ability to explain technical concepts clearly and provide  step-by-step…