KCS Group

Technical Support Engineer   




  Keywords Studios Limited is looking for Technical Support Engineer



Job Description

As a Technical Support Engineer, you will collaborate with Helpshift s Core Services Teams, which include Platform, Developer Experience, and Integrations Engineering. These teams work on impactful, cross-platform projects such as WebSockets platforms, Unified Logging platforms, and Distributed Job Executors.

The Core Services Team empowers other teams by enhancing developer productivity through tooling, libraries, and supporting critical public APIs and third-party integrations. If your passion lies in building scalable, resilient systems, this is the ideal team for you. You ll be part of a technically skilled yet fun group of engineers, tackling challenging problems while making a direct impact on Helpshift s success.

Experience & Requirements-

Education: Bachelor s degree in Computer Science or equivalent technical and professional experience.
Experience: 2+ years of direct Enterprise B2B Tier 1 technical support or customer operations experience.
Technical Skills: Familiarity with REST APIs and scripting in Python or JAVA
Time Management: Strong ability to juggle and prioritize multiple tasks independently.
Communication: Professional business writing skills to provide clear, detailed responses and escalate issues when necessary.
Process-Oriented: A proactive problem-solver who suggests and implements process improvements.

As a Technical Support Engineer 1, you will:

Act as the professional face of Helpshift, providing expert technical support to customers, including Admins and Developers from SMBs to Fortune 500 companies.
Guide customers on various topics, from dashboard training to SDK integration troubleshooting.
Manage and prioritize your queue of support issues, responding promptly to customer submissions.
Stay informed about current features and bugs, filing tickets when needed for internal teams.
Evaluate feature requests and escalate them to the Product team when appropriate.

Debug customer issues by reproducing them, gathering critical details for escalation, and performing QA tests when required.
Create and document solutions, best practices, and templated responses to enhance internal and external resources.
File bugs in JIRA, provide updates across time zones, and collaborate internally to resolve issues effectively.
Analyze crash logs, scripts, and API configurations to identify patterns and escalate issues to developers.
Identify sales opportunities or billing issues and escalate them to Sales, Success, or Finance teams.
Write scripts and tools to handle customer data requests efficiently.

Benefits-

Hybrid setup
Worker`s insurance
Paid Time Offs
Other employee benefits to be discussed by our Talent Acquisition team in India.
 

Work Experience

2 to 6 Years

Level

 Junior - Executive, Assistant 


Job Function
IT-Software, Desktop Support


Vacancies
Not Specified 


Industry
IT-Software 


Job Location
Pune, Hybrid, India 


Educational Qualification
BCA/BCS, B.E./B.Tech, M.Tech, MCA/PGDCA


Salary
Not Specified


Key Skills
Technical Support, IT Helpdesk, System Configuration, Desktop Support, Troubleshooting


Company Info
The video games industry represents the pinnacle of interactive digital content. At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. We aim to become the go toprovider of technical services. By working as their external development partner, we enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing we enable our clients who are operating in complex and fast moving environments to remain lean and agile, and to focus on creating and monetising the most engaging experiences.
 


Address


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Contact Number


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