Description

Job Summary

We are looking for a Technical Support Engineer with strong troubleshooting and customer service skills to support customers, partners, and internal stakeholders. The role involves managing support tickets, resolving technical issues, performing server installations, and ensuring software licensing and integrations operate smoothly. The ideal candidate will have experience working with enterprise tools, cloud technologies, and integrations such as Active Directory, LDAP, Microsoft Office applications, Salesforce, and CI/CD platforms like CloudBees, while maintaining high customer satisfaction and SLA compliance.

Key Responsibilities

• Provide excellent customer service and technical support to customers, partners, and internal stakeholders.
• Follow all ticket SLA requirements and departmental documentation standards.
• Handle customer calls and support requests, creating and managing support tickets to track and resolve issues.
• Develop strong knowledge of the Agiloft platform and integrated systems.
• Work with integrated technologies including Active Directory, LDAP, Outlook, Word, Excel, and Salesforce.
• Generate and manage software licenses and oversee license installation for customer environments.
• Perform routine server installations and system refreshes following documented procedures.
• Maintain accurate records of customer interactions, support tickets, and issue resolutions.
• Troubleshoot technical issues and escalate complex problems to advanced technical teams when necessary.
• Ensure systems and services maintain maximum availability and performance.

Required Skills & Experience

• 6–8 years of experience in technical support or customer support engineering roles.
• Experience working with CloudBees or CI/CD environments.
• Strong troubleshooting skills with web-based applications and enterprise systems.
• Hands-on experience with Active Directory, LDAP, Outlook, Word, Excel, and Salesforce integrations.
• Experience managing support ticketing systems and SLA-driven support processes.
• Knowledge of software licensing management and server installation procedures.
• Familiarity with enterprise software support environments.

Competencies

• Strong customer-centric mindset with the ability to empathize and resolve customer issues effectively.
• Excellent problem-solving and analytical abilities.
• Strong verbal and written communication skills.
• Ability to manage multiple tasks independently and collaboratively in a fast-paced environment.
• High attention to detail and organizational skills.
• Ability to learn complex software platforms quickly.

Preferred Skills

• Experience supporting Agiloft platform or similar enterprise software.
• Familiarity with CI/CD pipelines and DevOps environments.
• Experience working in SaaS or cloud-based product support.
• Knowledge of enterprise integration tools and APIs

Key Skills

Education

Any Graduate