Technical Support Engineer

Job Responsibilities

• Provide support to internal and external customers while adhering to defined SLA parameters.
• Facilitate calls with customers to explain, resolve, and address issues raised with the technical support team.
• Perform initial troubleshooting, analysis, and testing of service flows to resolve customer concerns.
• Collaborate and coordinate with backend teams to identify and resolve customer issues.
• Capture and document all queries and concerns through ticketing tools, emails, and calls.
• Respond to customers via multiple communication channels and provide timely updates, notifications, and resolutions.
• Share periodic updates and feedback on a regular basis.
• Maintain trackers and publish reports for all stakeholders.
• Ensure 100% adherence to team and organizational processes.
• Manage time effectively while handling multiple tickets and priorities.
• Ensure efficient ticket management and customer engagement.
• Enable cross-functional communication and coordination.
• Follow compliance requirements and standard operating procedures (SOPs).
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Knowledge and Skills

• Basic knowledge of Linux, MySQL, Oracle, Phoenix, and Hive.
• Strong analytical mindset with the ability to troubleshoot and solve issues with a customer-focused approach.
• Ability to take independent decisions while ensuring alignment with customer requirements.
• Proactive, self-motivated, and a strong team player.
• Flexible to work in a 24x7 environment.
• Strong ability to plan, organize, and prioritize work effectively.
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Why Join Us?

• Impactful Work: Play a pivotal role in supporting and strengthening customer experience in a technology-driven environment.
• Tremendous Growth Opportunities: Be part of a rapidly growing organization with strong professional development opportunities.
• Innovative Environment: Work alongside a world-class team in a challenging and collaborative environment where innovation is encouraged.

Karix is an equal opportunity employer. We champion diversity and are committed to creating an inclusive environment for all employees.