Hi Folks,

We are looking for customer‑facing Tech Support II professionals to provide round‑the‑clock technical support for enterprise customers. The role is focused on issue troubleshooting, incident management, and customer communication.

Key Responsibilities

• Provide L2 technical support to customers via phone, email, and ticketing systems
• Act as on‑call support to handle high‑priority production issues
• Troubleshoot application, system, and environment‑related issues (no coding)
• Clearly communicate issue status, resolution steps, and timelines to customers
• Work closely with internal teams (L3, Infra, Product) for escalations
• Create and update incident logs, SOPs, and knowledge base articles
• Ensure SLA adherence and customer satisfaction
• Participate in shift handovers and operational meetings

Required Skills & Qualifications

• 2–4 years of experience in Technical Support / IT Support / Application Support
• Strong customer‑facing experience
• Excellent English communication skills (verbal & written) – mandatory
• Experience working in 24/7 support environments
• Good understanding of:
• Incident & ticket management tools (ServiceNow, JIRA, etc.)
• Basic OS, application, and infrastructure concepts
• Ability to work independently during on‑call shifts
• Strong problem‑solving and troubleshooting skills