Support Engineer

Department: Support

Employment Type: Full Time

Location: India

Description

Responsibilities

• Passionate Support: Be the enthusiastic voice of Eptura, delivering best-in-class global customer support.
• Technical Expertise: Provide top-notch technical support through chat, phone, and emails, triaging and escalating support tickets with professionalism.
• Problem-Solver: Perform problem analysis and isolate issues with minimal oversight, crafting creative solutions and workarounds.
• Multitasker: Juggle a heavy workload of chat, email, and phone contacts, always prioritizing client satisfaction.
• Knowledge Guru: Become a subject matter expert in our products and services, communicating solutions positively to customers.
• Quality Champion: Adhere to quality guidelines around case notes, communication, and timeliness, ensuring every interaction is top-notch.
• Bug Buster: Identify and submit software bugs and new feature requests, collaborating with the engineering team to improve our offerings.
• Team Player: Work closely with Tier 2 Technical Support Representatives, enforcing incident management procedures and verifying hotfixes.
• Meeting Maven: Participate in weekly department meetings and internal discussions, sharing insights and feedback.
• Documentation Pro: Create valuable end-user and internal knowledge base documentation to support our clients and team members.

About You:

• 2+ year of experience supporting SaaS software in client or technical support role (required).
• Hands-on experience with SQL Server (desired).
• Exposure to cloud environments (desired).
• Basic understanding of Single Sign-On (SSO) concepts (desired).
• Basic knowledge of API troubleshooting (desired).
• Strong customer service mindset with a genuine passion for helping others.
• Excellent verbal and written communication skills, able to explain technical concepts to any audience.
• Ability to build and maintain strong working relationships with customers, partners, and internal teams.
• Strong technical aptitude with proven troubleshooting and problem-solving skills.
• Proficiency using computers and related software applications.
• Demonstrated ability to learn new technologies quickly and adapt to evolving environments.
• Highly organized, self-motivated, and capable of managing time effectively.
• Understanding of the software development lifecycle (SDLC) and end‑user support processes.

Benefits

• Health insurance fully paid–Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 13 public holidays
• Employee Assistance Program

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• At Eptura, we believe strong teams are built through collaboration, flexibility, and a range of perspectives grounded in skill and experience. We strive to create an environment where people can do their best work, contribute meaningfully, and grow alongside our business.