Software Support Engineer

Responsibilities:

• Provide technical support to customers via phone, email, and chat for hardware and software-related issues.
• Diagnose and troubleshoot technical problems using Spintly's internal diagnostic tools and support systems.
• Execute Python scripts and automation tools to assist in debugging, testing, and issue resolution.
• Develop, maintain, and update technical documentation, including user manuals, troubleshooting guides, and FAQs.
• Collaborate with Product, Engineering, and Customer Success teams to resolve complex technical issues.
• Gain in-depth knowledge of Spintly products and solutions to effectively support customers.
• Monitor, analyse, and resolve customer-reported issues within defined SLAs.
• Conduct customer training sessions and provide technical guidance when required.
• Travel to customer locations for implementation support, training, and requirement gathering.
• Stay updated with emerging technologies, product enhancements, and industry best practices.

Requirements:

• Diploma, B. E., B. Tech, or equivalent in Electronics, Electronics and Communication, Computer Science, Information Technology, or related disciplines.
• 1-3 years of experience in Software Support, Application Support, Technical Support, or Product Support roles.
• Strong understanding of electronics hardware, wiring, networking, and troubleshooting concepts.
• Basic knowledge of Python scripting or similar scripting languages.
• Familiarity with REST APIs, Postman, JSON, and API troubleshooting.
• Knowledge of SQL and database concepts will be an added advantage.
• Excellent analytical and problem-solving abilities.
• Strong verbal and written communication skills.
• Ability to interact effectively with both technical and non-technical stakeholders.