Total 4 technical support engineer job vacancies in Customer Service category in Pune

The Senior Support Engineer, ERP role is a cornerstone within our organization, focused on delivering exceptional technical support for QAD and Progress products. In this role, you will engage directly with customers and partners through various communication platforms, such as CRM, telephone, email and internet-based tools, to address complex technical issues and inquiries related to QAD applications and Progress databases.

As an ERP Support Engineer, you will be responsible for diagnosing and resolving technical issues, ensuring seamless installations, upgrades, and configurations of QAD products. You will leverage your expertise to perform Progress DBA tasks, including database optimization, backups, and troubleshooting. This role also demands strict adherence to quality standards, processes, and tools established by the company, ensuring consistent delivery of high-quality support.

Your responsibilities extend to managing highly complex and escalated cases, requiring innovative problem-solving and a deep understanding of QAD and Progress Products. You will play a pivotal role in creating and maintaining detailed documentation of issues and resolutions, which will serve as a foundation for developing training materials and reusable solutions. These resources will be shared globally to empower customers, partners, and internal teams with actionable knowledge.

Collaboration is a key component of this role, as you will work closely with team leads, peers, and cross-functional teams, including R&D and Product Management, to devise effective solutions and uphold superior support standards. Additionally, you will contribute to team growth by developing and sharing training content, focusing on complex case resolution and technical troubleshooting.

Given that our support organization operates 24/7, this position demands a flexible approach to scheduling. You will be expected to participate in shift rotations, along with weekend shifts and potential on-call coverage as required. These elements are vital to providing continuous support to our global customer base. Your willingness to adapt to these scheduling requirements is crucial for the role.

In a structured team environment, you will be encouraged to engage in continuous learning and regular practice of existing product knowledge. This is necessary to stay prepared for any new challenges that might arise. As a Sr. Functional Analyst, you have a unique opportunity to grow professionally while significantly contributing to the success of our clients and the organization

Senior Platform Support Analyst

Experience : 1-4 yrs.
 

Role Summary

Advanced platform support role for complex ticket resolution, in-depth troubleshooting, and handling escalations across product, labs, enterprise admin, and billing/account operations. Requires strong understanding of escalation vs. resolution, coaching juniors, and maintaining excellent customer experience in a 24×7 environment.

Key Responsibilities

• Own complex/escalated cases across email, live chat, and queues
• Troubleshoot advanced access, account setup, enterprise roles, team hierarchy, content availability, onboarding
• Analyze history, impact, configuration, and dashboards to identify root cause and resolution path[CC1] 
• Create/link/track JIRA issues for product defects
• Coordinate labs, mobile app, account disputes, refunds, content issues, sales handoffs, enterprise support
• Collaborate with product/engineering/lab/content/CS/sales for timely resolution
• Apply priority judgment by business impact, customer type, severity
• Handle subscription modifications, coupon flows, account workflows as per policy
• Review ticket quality; mentor juniors on categorization, comms, troubleshooting
• Create/maintain KB articles, macros, SOP improvements for recurring problems[CC2] 
• Identify trends and suggest improvements, training, automation
• Participate in queue reviews, backlog reduction, SLA recovery, and quality initiatives
• Drive urgent communication and escalate to L2/engineering/specialists as needed

Required Qualifications

• Bachelor’s degree in Computer Engineering or equivalent.
• 3–5 years in platform/SaaS/application/e-learning/technical support
• Strong hands-on with ticketing systems and structured escalations
• Understanding of SLA-driven operations and cross-functional resolution
• Strong English Written & Verbal communication.
• Customer escalation handling and sensitive billing cases
• Clear written communication and stakeholder coordination
• Operate independently on ambiguous issues and route correctly
• KB/SOP/macro usage and dashboard-driven operations
• Prioritization by severity/impact and service recovery
• Awareness of automation in support ops

 [CC1]Not a must have

 [CC2]Not a must have

Role Summary

Dedicated platform support role providing first-line assistance via email, live chat, and in-platform requests. Focus on accurate ticket logging, basic troubleshooting, clear communication, use of help-center content, and timely escalation of issues beyond first-line ownership. Ideal for 1–2 year experience with strong communication and customer-first mindset in a 24×7 SaaS support environment.

Key Responsibilities

· Serve as first point of contact on email, live chat, and in-platform requests

· Acknowledge and triage issues in line with response SLAs

· Perform first-level troubleshooting

· Perform triaging of the requests and route them to relevant vendor team for further servicing.

· Experienced in Problem and Incident Management

· Use help-center articles, internal macros, and SOPs to deliver consistent support

· Accurately log/categorize/update tickets in Zendesk or equivalent.

· Capture full case details (impact, screenshots, error messages, attempted steps)

· Route/escalate correctly for bugs, labs, content, sales, billing/refund, enterprise requests

· Maintain ticket hygiene (duplicates, status updates, follow-ups, closure confirmation)

· Keep users informed throughout the ticket lifecycle

· Learn platform features/workflows and internal procedures continuously

· Support 24×7 shifts as required

Required Qualifications

· Bachelor’s degree in Computer Engineering or equivalent.

· 2–3 year of experience.

· Strong written and verbal English communication

· Good understanding of web apps, SaaS support, and customer service

· Familiarity with ticketing/chat/CRM tools.

Role Summary

Experience in providing technical support on critical software platforms with strong problem-solving and communication skills and the willingness and flexibility to work well as part of a quality-oriented team. Manages queue health, shift coverage, performance, reporting, knowledge quality, and continuous improvement while directly supporting critical incidents and enterprise cases in a 24×7 model.

Key Responsibilities

Operational Leadership

· Oversee day-to-day operations across shifts and channels

· Monitor queue health, aging, SLA adherence, backlog, and escalations

· Allocate workload based on priority, complexity, and impact

· Primary operational escalation point for critical/high-value issues

· Real-time decision-making during incidents and major issues

· Ensure adherence to SOPs, ticket standards, macros, and quality expectations

· Manage shift planning, coverage risks, leave balancing, and 24×7 continuity

· Expertise in Zendesk; escalation governance; ticket quality management

Team Management

· Lead, mentor, and coach junior/senior analysts

· Conduct performance and quality reviews; feedback sessions

· Identify skill gaps; drive training, nesting, and knowledge development

· Uphold productivity, quality, documentation, and CX standards

· Support hiring, onboarding, and capability building

· Foster culture of accountability, responsiveness, and ownership

Required Qualifications

· Bachelor’s degree in Computer Engineering or equivalent.

· 5–7 years in platform/SaaS/technical/app support