Technical Support Engineer
Responsibilities
Qualifications & Requirements
Experience Level: Mid Level
Full Job Description
Upgrad is seeking a highly motivated Technical Support Engineer to join our dynamic team in Pune, India. As the first point of contact, you will be instrumental in diagnosing, resolving, and escalating technical issues for our valued customers. This role is crucial for bridging the gap between our advanced product offerings and user experience, ensuring satisfaction through high-quality support, meticulous debugging, and a seamless interaction.
We are looking for a technically curious and customer-centric individual who thrives on solving complex problems across a diverse technology landscape.
Key Responsibilities
- Provide prompt and effective technical assistance via email, chat, and phone.
- Diagnose and troubleshoot issues spanning APIs, system integrations, performance bottlenecks, and user access.
- Accurately reproduce customer-reported problems and meticulously document bugs for seamless escalation to the engineering department.
- Develop and maintain comprehensive knowledge base articles, FAQs, and user guides to proactively address common queries.
- Actively collaborate with engineering and product development teams to identify and resolve recurring technical challenges.
- Monitor support performance dashboards to ensure adherence to defined Service Level Agreements (SLAs) and Customer Satisfaction (CSAT) targets.
- Assist in user onboarding processes and provide necessary training to enhance user adoption and proficiency.
- Analyze support trends to provide valuable feedback for continuous product improvement and innovation.
Must-Have Skills
- A minimum of 1 to 4 years of experience in technical support, customer service, or engineering-focused roles.
- Demonstrated strong abilities in problem-solving, critical thinking, and technical troubleshooting.
- Hands-on experience with customer support platforms such as Zendesk, Freshdesk, or Intercom.
- Solid understanding of fundamental web technologies, including HTTP, RESTful APIs, and browser functionalities.
- Proficiency in working with system logs, command-line interface (CLI) tools, and executing basic database queries (SQL).
- Exceptional communication, interpersonal, and technical documentation skills.
- A genuine ability to empathize with users and maintain composure and effectiveness under pressure.
Bonus Skills
- Familiarity with scripting languages like Python, Bash, or JavaScript.
- Prior experience supporting Software-as-a-Service (SaaS) platforms or business-to-business (B2B) technology products.
- Exposure to cloud computing environments such as AWS, Google Cloud Platform (GCP), or Microsoft Azure.
- Understanding of Continuous Integration/Continuous Deployment (CI/CD) pipelines or containerized applications (Docker, Kubernetes).
Company
Upgrad
Upgrad is a leading professional development company dedicated to empowering individuals with in-demand skills. We partner with top universities and industry leaders to offer cutting-edge online progr...