Support Engineer

Overview

At Vision

X, we are reshaping the convergence of AI and computer vision. Since our inception in 2017, we have enabled B2B enterprises to improve process efficiencies, drive revenue growth, and create a competitive advantage. We craft outstanding bespoke product experiences for our clients, their customers, and the field workforce through advanced AI and emerging technologies. Vision

X is recognized as a leader in AI-powered enterprise solutions and serves as a GCC systems integrator for an advanced AI-powered platform tailored for warehouses, retail stores, and final-mile buildings.

Fast Company recognized us as one of the Top 10 Most Innovative Companies of 2020, alongside Microsoft and Snap Inc. We are trendsetters who innovate, build, and scale as your partner, providing technology that works with speed and agility, all while ensuring a competitive edge in affordability.

We are looking for a Support Engineer with hands-on experience in L1/L2 support, troubleshooting, and incident management to join our team. The role involves providing technical assistance in a 24/7 environment, ensuring timely resolution of issues, and delivering excellent customer service.

• Provide L1/L2 helpdesk support including issue diagnosis, resolution, and escalation when required.
• Log, track, and manage incidents in line with defined ITIL/service desk processes.
• Troubleshoot hardware, software, and network-related issues, ensuring minimal downtime.
• Escalate unresolved issues to higher-level support teams or vendors while maintaining ownership of cases.
• Monitor systems using appropriate monitoring tools to detect and prevent potential issues.
• Ensure timely communication and updates to end-users regarding ticket status.
• Contribute to knowledge base articles and standard operating procedures.
• Work in a 24/7 support environment (shift-based) with strong commitment to SLAs.

• Bachelor’s degree in Computer Science, IT, or related field.
• 3–6 years of professional experience in IT support/helpdesk (L1/L2).
• Strong troubleshooting skills across hardware, software, and networking.
• Familiarity with monitoring tools and ticketing systems (e.g., Jira, Service Now, Zendesk).
• Understanding of ITIL framework and incident management best practices.
• Excellent customer service orientation with strong communication skills.
• Ability to work under pressure in a 24/7 environment.
• Relevant certifications (CompTIA, ITIL, Microsoft, etc.) are a plus.

Our global network of industry experts and mentors helps shape your growth and future. We believe in delivering client value through our work. We build products that are not good or great, but outstanding. You deliver! We will make your stay and journey with us worthwhile.

We are an equal opportunity employer, and we value diversity. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other legally protected status.