Technical Support Engineer

We are looking to hire a motivated, professional, and service-minded individual to join our team in the role of a Global Support Technician (L1). This role is a great opportunity to work within a flexible and collaborative environment as part of a growing SaaS company. In this role, you will provide technical support for our JRNI platforms (JRNI Core, JRNI Business, and Event Farm). Our ideal candidate is a high-energy, high-performing individual with a desire to learn. You must enjoy working with customers and colleagues, be motivated, and have strong technical and communication skills.

Responsibilities:

• Respond to customer inquiries and technical problems through phone, email, and chat.
• Listen and understand customer needs and proactively support finding solutions in a manner that improves overall customer satisfaction.
• Provide technical support, including troubleshooting issues, fault diagnosis, and providing resolutions to customer issues within the Service Level Agreement (SLA) and targets.
• Identify software bugs and feature requests, and coordinate with the relevant team for handling.
• Contribute to the development of the internal knowledge base and customer solution portal.

Requirements:

• Bachelor's degree in computer science (or similar) preferred.
• Strong foundational technical skills (including API troubleshooting, use of network tools, inspecting network elements, checking console errors, understanding of core protocols and concepts, and a working knowledge of SaaS architecture).
• Strong verbal and written communication skills.
• Critical thinking, analysis, troubleshooting, and problem-solving expertise.
• Ability to explain technical issues to technical and non-technical employees and customers.
• Strong understanding of HTML/CSS.
• Familiarity with Zendesk.
• Familiarity with subscription or payment platforms is a plus.
• Experience working on e-commerce platforms.
• Work timings would be on a rotational shift basis (APAC time, US shift, and UK shift).