Technical Support Engineer - Tier 1

Responsibilities

• Serve as the first point of contact for both internal teams and external customers, managing incoming requests, incidents, and inquiries.
• Deliver clear and timely responses, escalating complex issues to Tier 2 or Engineering when necessary.
• Perform troubleshooting across application, configuration, and infrastructure layers, including log reviews, system checks, and guiding customers through solutions.
• Triage, prioritize, and document support cases accurately within our support systems.
• Work closely with Engineering and Product teams to track bugs, escalate critical issues, and highlight recurring problems proactively.
• Ensure a seamless customer experience by maintaining consistent communication throughout the lifecycle of each support case.

Requirements

• Proven experience in a Technical Support, NOC, or Tier 1–2 role.
• Strong knowledge and hands-on experience with networking and Linux systems.
• Analytical mindset with strong problem-solving skills; comfortable working under pressure.
• Availability to work in rotating shifts (24/7 coverage in the short term, excluding night shifts).