Technical Support Engineer
Technical Support Engineer at Niged Technologies (Remote). 2 Yrs experience, 0.2-0.3 Lacs PA. Technical Support Engineer We are seeking a thoughtful…
- Company
- Niged Technologies
- Location
- Remote
- Work mode
- Remote
- Job type
- Full-time
- Experience
- 2 Yrs
- Salary
- 0.2-0.3 Lacs PA
- Posted
- 2026-10-08
Job description
Technical Support Engineer
We are seeking a thoughtful, technically proficient Technical Support Engineer to join our support team. In this full-time role you will be responsible for troubleshooting customer issues, driving incident resolution, and improving documentation and processes to enhance customer experience and product reliability.
This position plays a key role in reducing time-to-resolution and preventing recurring problems by working closely with customers and engineering teams. The ideal candidate has at least 2 years of hands-on technical support or systems troubleshooting experience, strong communication skills, and a desire to continuously improve operational processes.
Key Responsibilities
• Provide first- and second-line technical support via phone, email, and ticketing systems, meeting SLAs and quality targets.
• Triage, diagnose, and resolve issues across software, networking, and infrastructure; recreate problems to identify root cause.
• Analyze logs, use monitoring tools, and run diagnostic commands to pinpoint issues and recommend remediation.
• Escalate complex issues to engineering with clear reproduction steps, logs, and suggested next steps.
• Document case work in the ticketing system and maintain knowledge base articles and runbooks.
• Collaborate with product and engineering teams to drive product improvements and reduce support volume.
• Provide technical onboarding and best-practice guidance to customers and internal teams.
• Participate in on-call rotations or extended-hours support and assist during major incidents.
• Track ticket trends and recommend process improvements or automation opportunities.
Qualifications
• 2+ years of experience in technical support, systems administration, or a related technical role.
• Hands-on experience with Linux and/or Windows operating systems and command-line troubleshooting.
• Strong networking fundamentals (TCP/IP, DNS, HTTP/S) and experience diagnosing network issues.
• Experience with log analysis, monitoring tools, and reproducing customer issues.
• Comfortable using ticketing systems (Zendesk, Jira Service Desk, ServiceNow) and documenting technical cases clearly.
• Basic scripting/automation skills (Bash, Python, PowerShell) to create diagnostics and streamline workflows.
• Excellent written and verbal communication and a customer-focused approach.
• Preferred: Degree in CS/IT or equivalent experience; certifications such as CompTIA A+/Network+, CCNA, or AWS Cloud Practitioner.
Responsibilities
- Provide first- and second-line technical support via phone, email, and ticketing systems, meeting established SLAs and quality metrics.
- Triage, diagnose, and resolve issues across software, networking, and infrastructure components; recreate problems and produce clear incident reports.
- Analyze logs, run diagnostic commands, and use monitoring tools to identify root causes and recommend fixes or workarounds.
- Escalate complex or recurring issues to engineering with thorough reproduction steps, logs, and suggested next steps.
- Document case work clearly and concisely in the ticketing system and contribute to and maintain knowledge base articles and runbooks.
- Collaborate with product, QA, and engineering teams to improve product reliability and reduce support load through bug fixes and feature enhancements.
- Deliver onboarding assistance, technical enablement, and best-practice guidance to customers and internal teams.
- Participate in on-call rotation or extended-hours support as required and assist with incident response during major outages.
- Identify trends in incoming tickets and propose process improvements, automation, or product changes to enhance customer experience.
Key skills
Technical troubleshooting, Customer support & communication, Linux, Windows, Networking (TCP/IP, DNS, HTTP/S), Log analysis & monitoring, Scripting (Bash, Python, PowerShell), Problem solving, Collaboration & documentation
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