Senior Technical Support Engin · Bengaluru

42Gears is looking for a Senior Technical Support Engineer to join our team in Bengaluru. In this role, you will take end-to-end ownership of customer queries and complex technical issues in a fast-paced environment.

Key Responsibilities

• Provide advanced technical support and troubleshooting for enterprise client deployments.
• Take end-to-end ownership of incoming customer queries and technical escalations.
• Diagnose, troubleshoot, and identify solutions to resolve customer issues within defined SLAs.
• Interact directly with clients via ticket systems, email, and conference calls to resolve critical issues.
• Collaborate with engineering and product management teams to report and track software bugs.
• Document technical troubleshooting steps, solutions, and best practices in knowledge base articles.
• Perform root cause analysis for recurring technical issues and recommend preventative measures.
• Guide and mentor junior support engineers on technical workflows and customer communication.
• Monitor system alerts and actively assist clients during major upgrades or patch releases.
• Maintain high levels of customer satisfaction through clear, empathetic, and timely communication.