Support Engineer

Skills

• Bachelors degree in Computer Science, Information Technology, or a related field.
• 1–3 years of experience in L1/L2/L3 Application or Technical Support.
• Strong client communication and stakeholder management skills.
• Experience coordinating with cross-functional teams (Tech, BA, PM, Delivery).
• Good understanding of incident management, SLAs, and issue escalation.
• Strong analytical, problem-solving, and organizational skills.
• Experience with ticketing/project management tools (e.g., Jira, ServiceNow, Azure DevOps) and MS Office.
• Ability to manage multiple priorities and work effectively in a fast-paced environment.

Role & Responsibilities

• Previous working knowledge of Support ( L1, L2 & L3) is required.
• Serve as the primary point of contact for clients, actively engaging with them to understand their challenges, issues, and expectations
• Act as a communication bridge between clients and internal teams including Tech, BA, PM, and Delivery Management to ensure seamless information flow
• Actively participate in and drive project communication across multiple departments, both internal and external
• Facilitate discussions and align multiple client stakeholders with the internal delivery team to drive resolution and decision-making
• Monitor project timelines, track progress, and ensure timely delivery of milestones
• Proactively identify risks and escalate issues to the concerned Reporting Manager, ensuring timely follow-through on resolutions
• Support the Delivery Manager and Project Managers in day-to-day operational coordination
• Prepare and maintain comprehensive project documentation, MIS reports, meeting minutes, and status updates
• Ensure compliance with company delivery processes, communication standards, and client SLAs