Responsibilities

The Technical Support Engineer will serve as the first point of contact for customer or stakeholder issues, providing prompt support during the US/IST time zone on a rotational basis, executing SOPs to troubleshoot and resolve recurring issues, and ensuring adherence to documented procedures. They will also provide technical support and troubleshooting for cloud-based infrastructure and services, collaborate with application, security, and other internal teams to resolve complex issues, escalate unresolved issues to the development team, and document and maintain up-to-date SOPs, troubleshooting guides, and technical support documentation. Furthermore, the role involves proactively identifying and suggesting process improvements to enhance support quality and response times.