Job Description

Job Title: Customer Support Engineer

Company: Tekion

Years of Experience: 2–3 years

Location: Bengaluru

Role Type: Full-Time Role

Salary: As per industry standards

Eligibility:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field

• Prior experience in Application or Product Support

• Open to working in rotational shifts

Role Overview:

We are seeking a motivated and detail-oriented Application Support Engineer to join our customer support team. The ideal candidate will be responsible for diagnosing and resolving technical issues, ensuring customer satisfaction, and collaborating with internal teams to escalate and resolve complex problems. This is a hands-on role that requires both functional understanding and technical troubleshooting ability.

Key Responsibilities:

• Take ownership of customer issues and drive them to resolution.
• Research, diagnose, troubleshoot, and identify solutions to system issues.
• Follow standard procedures to escalate unresolved issues to appropriate internal teams.
• Understand the application both functionally and technically.
• Use internal databases and external resources to provide accurate solutions.
• Ensure all issues and customer interactions are properly logged.
• Prioritize and manage multiple open issues simultaneously.
• Prepare timely and accurate reports on support metrics.
• Document technical knowledge in the form of notes and manuals.
• Collaborate with cross-functional teams to improve product support and user experience.

Skills and Qualifications:

• Experience in Application, Product, or Customer Support roles.
• Ability to learn and master employer-specific applications and tools.
• Strong analytical and complex problem-solving skills.
• Excellent written and verbal communication abilities.
• Competence in diagnosing and resolving software application issues.
• Basic understanding of IoT and related software is a plus (not mandatory).
• Experience with chat and ticketing tools (e.g., Zendesk, Freshdesk, Jira).
• Ability to work in a rotational shift environment.