Example Company
Software engineer
- Location
- San Francisco
- Type
- Full time
- Compensation
- $150k-$200k
- Posted
- 2 days ago
Join a team building useful software. Work closely with engineering and design to turn new ideas into products.
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Support Engineer 1
- Location
- Bengaluru
- Posted
- 15D AGO
About the role
As a Support Engineer I, your role involves conducting investigations on front-end applications. This includes capturing information, applying fix tools, shadowing end users, and testing workflows internally and externally. Backend techniques to be used. including capturing log files , querying tables, updating database fields and cycling servers. Documentation of notes, activities, resolutions, and knowledge articles through out the investigation lifecycles. By prioritizing work based on severity. you will strike a balance between client and business needs. Collaborating among and cross teams ensures that issues are addressed by the appropriate individual.
We encourage candidates from all backgrounds to apply.
Career Level - IC1
Basic Qualifications:
- A minimum of 0-2 year experience and a bachelor's degree including:
- An academic qualification in computer science engineering, information systems, software engineering, or a related field.
Preferred Qualifications:
- 0-2 year experience in application support, client/customer support, incident management, problem management and change management.
- Knowledge on SQL,
- Readiness to work during the shift from 5.30PM to 2.30AM IST.
- Outstanding interpersonal abilities and adapt at efficient communication with collaborators across various regions of the globe.
Prospective employees need to be ready to work in different shifts and provide on-call support.
We encourage candidates from all backgrounds to apply.
- Customer issue resolution: Troubleshoot and resolve technical issues reported by customers within defined SLAs.
- Incident management: Own support cases from initial investigation through resolution and closure, providing timely updates.
- Technical troubleshooting: Analyze logs, error messages, configurations, and system behavior to identify root causes.
Issue reproduction: Reproduce reported problems in test environments when possible and document findings clearly.
Escalation: Escalate complex issues to senior support engineers, development, or other relevant teams with complete diagnostic information.
Customer communication: Communicate professionally with customers, explaining troubleshooting steps, progress, workarounds, and resolutions.
Documentation: Maintain accurate case notes and create/update knowledge-base articles, troubleshooting guides, and known-issue documentation.
Collaboration: Work with engineering, QA, operations, and other support teams to resolve cross-functional issues.
Product knowledge: Continuously develop knowledge of supported products, technologies, tools, and support processes.
- Service quality: Meet support KPIs such as response time, resolution time, case quality, customer satisfaction, and SLA compliance.
