• Taking ownership of customer issues reported and seeing problems through to resolution
• Understand, interpret, reproduce, and diagnose issues reported by the customers.
• Researching, troubleshooting and identifying solutions to resolve product issues
• Should be able to handle voice calls, emails and online web sessions with the customer as part of technical troubleshooting
• Should exhibit patience and empathy while working with a customer with an aim to drive positive customer experience
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Following standard procedures for submitting tickets to the engineering team for further investigation of unresolved issues
• Contributing actively towards knowledge base articles
• Adherence to strict SLA’s
• Ready to work in early morning, general and afternoon shifts, including weekends, on rotation basis
• Should demonstrate an aptitude and appetite for learning newer technologies while expanding on the core knowledge
• The engineer should be available to work in the late evening shift (4pm - 1am) if required.

Experience: 1 to 6 years