Technical Support Engineer

Role: Technical Support Engineer (L2/L3 Support – US Clients)

We are seeking an experienced Technical Support Engineer to handle L2/L3 support for our international (US-based) clients. The role involves troubleshooting, implementation support, and system administration while ensuring an excellent customer experience. Candidates must be open to working late-night shifts.

Key Responsibilities:

• Provide L2/L3 technical support via email, chat, and remote sessions.

• Troubleshoot software, system, and implementation issues.

• Collaborate with product/engineering teams for complex cases.

• Support upgrades, deployments, and maintenance activities.

• Maintain accurate documentation and ensure SLA compliance.

Required Skills:

• 4+ years of experience in technical support or related roles.

• Strong troubleshooting, system administration, CRM, and cloud fundamentals.

• Excellent communication skills with experience supporting international clients.

• Flexibility to work late-night shifts.

Preferred Skills:

• Hands-on with CRM/ticketing tools (Salesforce, Jira, ServiceNow, Copado).

• Familiarity with SaaS platforms, AWS/Azure/GCP, and ITIL practices.