Apprentice- Technical Support

Role Overview

We are looking for a high-potential Technical Support Apprentice to join our Technical Support Services team, working on next-generation Contact Center as a Service (CCaaS) platforms. This role is designed for early-career professionals who are passionate about enterprise technology and delivering exceptional customer experiences.

As a Technical Support Apprentice, you will work closely with Senior Support Engineers, Product, and Engineering teams to diagnose, resolve, and document technical issues across our CCaaS product lines, including AI-powered voice, digital channels, analytics, automation, workforce management, and integrations platforms.

This is a learning-intensive role that provides real ownership, structured mentorship, and hands-on exposure to enterprise-grade support operations in a fast-growing SaaS environment.

Key Responsibilities

L1 Support & Ticket Management

• Serve as a first point of contact for customers and internal stakeholders reporting technical issues via ticketing systems, email, or phone
• Log, categorize, triage, and prioritize support tickets accurately in the helpdesk platform within defined SLA guidelines
• Troubleshoot and resolve L1 issues related to platform functionality, configurations, integrations, and connectivity
• Escalate complex or unresolved issues to L2/L3 Engineers or relevant Product teams with thorough documentation and reproducible steps

Qualifications & Skills

Eligibility & Qualifications

• Bachelor's degree in Computer Science or Information Technology (BE / B.Tech) from a recognized university
• Freshers are welcome; internship or project exposure in a technical or support role is an advantage
• Basic understanding of networking concepts, operating systems, and software troubleshooting
• Familiarity with APIs, web technologies, and cloud platforms is a plus

Desired Skills & Attributes

• Strong analytical and structured problem-solving mindset
• Patient, empathetic, and customer-first approach to every interaction
• Excellent verbal and written communication skills
• Curiosity about AI, cloud platforms, and enterprise SaaS technologies
• Collaborative team player with a bias for learning and continuous improvement

What You Will Learn

• How enterprise CCaaS platforms are supported and maintained at scale
• How AI-powered features, voice, automation, and analytics are deployed and troubleshot in real customer environments
• How to manage customer relationships and deliver high-quality support within enterprise SLA frameworks
• How modern SaaS support organizations operate, escalate, and collaborate with Product and Engineering

Career Path

This apprenticeship is designed to develop future Support Engineers, Sr. Support Engineers, and Technical Leads. High performers will have the opportunity to transition into a full-time role with increased ownership across support tiers and customer segments.