Advanced Technical Support Engineer

Overview

Advanced Technical Support Engineer responsible for handling escalated customer issues and guiding reported technical problems through research, diagnosis, troubleshooting, and resolution.

What you'll do

• Work with the customer base and sales department.
• Handle issues escalated from the technical support team and take ownership through resolution.
• Research, diagnose, troubleshoot, and identify solutions for reported issues.
• Ask targeted questions to determine the root cause of problems.
• Support customers via phone, email, or chat until issues are resolved.
• Log issues and follow standard escalation procedures for unresolved cases.
• Maintain prompt feedback, follow up with unresponsive customers, and help build a knowledge base.

What you'll need

• Minimum 3+ years of experience in technical support or help desk environments.
• Ideally 3 to 5+ years with some experience in an escalation role.
• Strong understanding of SSL/TLS, certificate lifecycle, and server/network concepts (3-5+ years).
• Experience with ticketing systems such as Salesforce, Zendesk, or Freshdesk.
• Knowledge of Linux, Apache, and Windows operating systems.
• Knowledge of Windows networking and Windows Active Directory.
• Ability to communicate effectively in English (verbal and written).

Details

• Full-time, in-office role based in Chennai, TN, India, reporting to the Chennai office 5 days a week.
• Work includes shift work Monday through Friday including holidays based on business needs, with possible weekends and after-hours, and carrying an after-hour support pager.
• Targeted compensation listed as INR 9,00,000–INR 11,00,000.
• Individual contributor role reporting to the Manager, Technical Support.