Technical Support Engineer

About the Role

We are looking for a Technical Support Engineer who can serve as the first technical point of contact for both consumer device users and enterprise customers. This role is ideal for someone who enjoys troubleshooting complex technical issues, digging into logs and APIs, and working closely with engineering teams to drive resolution

.You will bridge the gap between customers and engineering by translating reported issues into actionable, reproducible bug reports while helping improve internal support processes through automation and documentation

.
Key Responsibiliti

• esAct as the primary technical point of contact for consumer device users and enterprise customer
• s.Investigate, reproduce, diagnose, and isolate issues across devices, applications, connectivity, user accounts, and enterprise platform
• s.Perform root cause analysis using logs, monitoring dashboards, API responses, and basic Python scriptin
• g.Communicate directly with customers to understand technical issues and provide timely update
• s.Translate customer-reported problems into clear, reproducible engineering tickets with detailed finding
• s.Write and maintain small Python scripts to automate repetitive troubleshooting and support workflow
• s.Monitor recurring issues, identify trends, and provide feedback to Product and Engineering team
• s.Create and maintain internal runbooks, troubleshooting guides, and knowledge base documentatio
• n.Collaborate cross-functionally with Engineering, Product, and Customer Success teams to improve product reliability and customer experienc

e.
Required Qualificati

• ons1–3 years of experience in Technical Support, Product Support, Application Support, Production Support, or a junior Engineering/SRE-related ro
• le.Working knowledge of Python, including the ability to read code, write simple scripts, and perform data queri
• es.Experience troubleshooting APIs, analyzing logs, and identifying root causes of technical issu
• es.Familiarity with REST APIs and tools such as Postm
• an.Strong analytical and problem-solving skills with a structured approach to debuggi
• ng.Excellent written and verbal communication skills with the ability to explain technical concepts to both customers and enginee
• rs.Comfortable working in a fast-paced startup environment with evolving processes and documentati

on.
Preferred Qualificat

• ionsExperience automating support workflows through scripting or internal tool
• ing.Exposure to cloud platforms such as AWS or
• GCP.Familiarity with observability and monitoring tools such as Grafana, Prometheus, Datadog, Splunk, or
• ELK.Basic SQL or NoSQL database querying experie
• nce.Understanding of Linux environments and command-line troubleshoot
• ing.Exposure to AI-powered products, wearable devices, connected devices, or IoT platfo
• rms.Knowledge of Hindi or other regional Indian languages is a p

lus.
What Makes Someone Successful in This

• RoleNaturally curious and enjoys solving technical prob
• lems.Able to independently investigate issues before escala
• ting.Strong customer empathy combined with technical d
• epth.Comfortable navigating ambiguity and incomplete documenta
• tion.Proactive in improving processes, automation, and documenta