As a Support Engineer I, you will investigate front-end application issues by gathering information, utilizing fix tools, shadowing users, and testing workflows. Backend tasks involve managing log files, querying databases, updating records, and server cycling. You will document all activities, resolutions, and create knowledge articles throughout the support lifecycle. Prioritize work effectively to balance client needs and business objectives, collaborating with cross-functional teams to ensure timely issue resolution.

This role is open to candidates from all backgrounds, offering a career level of IC1. We are committed to fostering a diverse and inclusive work environment.

Resolve customer-reported technical issues within defined Service Level Agreements (SLAs). Own support cases from investigation to closure, providing regular updates. Analyze logs, error messages, and system behavior to pinpoint root causes. Reproduce reported problems in test environments and document findings. Escalate complex issues with comprehensive diagnostic information to senior teams. Communicate professionally with customers, explaining troubleshooting steps, progress, and resolutions. Maintain accurate case notes and contribute to knowledge base articles. Collaborate with engineering, QA, and operations teams to address cross-functional problems. Continuously expand knowledge of supported products and support processes. Meet key performance indicators for response time, resolution time, and customer satisfaction.

Possess 0-2 years of experience in application support, client/customer support, incident management, problem management, or change management. Hold a Bachelor's degree in Computer Science Engineering, Information Systems, Software Engineering, or a related field. Proficiency in SQL is required. Must be willing to work shifts from 5:30 PM to 2:30 AM IST and provide on-call support. Excellent interpersonal skills and the ability to communicate effectively with global collaborators are essential.