- Location
- Gurugram
- Workplace
- Hybrid
- Type
- Full-time
- Department
- Operations
- Source
- Lever
Description
Your Role
This is an exciting opportunity for a Support Engineer (L1) to solve real-world networking challenges while collaborating with global teams. In this role, you’ll be the first line of response to customer-reported issues, taking ownership of tickets, performing essential diagnostics, and delivering exceptional support experiences. You’ll work both independently and collaboratively in a dynamic environment that values reliability, proactive monitoring, and continuous learning. This position is ideal for a motivated engineer looking to build their career within a global technology company that fosters a strong engineering culture and a supportive, customer-focused team.
As a Support Engineer (L1), your primary responsibility involves efficiently addressing customer concerns communicated through tickets, live chat, and calls, ensuring clear and effective communication to understand and resolve issues promptly. Additionally, you’ll be responsible for the proactive monitoring of our systems and services to identify and rectify potential problems before they impact operations. When faced with complex or high-severity issues, you will gather essential diagnostics and seek guidance from Senior Support Engineers to ensure swift and accurate escalations. Your consistent presence across our shift rotations, ensuring coverage 24 hours a day, 7 days a week, underlines our commitment to providing uninterrupted support and maintaining operational continuity at all times.