Technical Support Engineer

Gurugram, Haryana
Work Type: Full Time

Technical Support Engineer who can provide technical assistance to the customers by performing the following responsibilities :

  • In Depth Analysis and resolution of Escalated customer tickets

  • Simulate Customer Issues to find solutions and fixes to Escalated customer Issues /Enquiries

  • Understanding the coverage/impact of an issue

  • Stay in the forefront of customer communications for escalated issues

  • Having thorough understanding of Products and Tech Stack

  • Learning and mastering "New product/feature" releases

  • Correlating platform events, bugs, feature behaviour with the reported Customer issues

  • Taking customer tickets/issues towards logical conclusion

  • Come up with approaches for increase in Resolution SLA by means of process improvements or tool usages

  • Identify and provide inputs to Product/Engineering teams for recurring issues/patterns

  • Be a champion of Exly specific tools and troubleshooting procedure

  • Collaborate, work alongside and build mutually beneficial relationships with other teams (Sales, Product, Engineering).

  • "Be Curious" all the time to "keep exploring" newer and better ways to reduce the TAT of the issue resolution cycle.


  • Should have prior experience of working/technically leading Tech Support teams

  • Able to work independently and efficiently to meet deadlines and SLAs.

  • Able to promptly answer support-related phone calls, chat & emails

  • Self-motivated, detail-oriented and organized.

  • Ability to analyse, research and solve highly technical and unique problems.

  • Good communication & troubleshooting skills.

  • Innate ability to adhere to SDLC process

  • "Deep" Customer Empathy

Good to have

  • Command and understanding of Database (Ex: mysql, Postgres)

  • Average coding skills in any one of the languages (GO, Java, Python)

  • Understanding of APIs

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