Support Engineer
Internshala
About the job
Job Title: Support Engineer
Location: Gurugram, India Who are we:At Eptura, we're not just another tech companywe're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the glob
Role Overview:As a Frontline Support Engineer at Eptura, you will be the first point of contact and a trusted partner for clients seeking assistance. You will deliver outstanding customer support across phone, email, and in-app channels while developing deep expertise in Epturas software suite. In this role, youll diagnose issues, provide effective solutions, and ensure every customer interaction is handled with professionalism and care. Youll collaborate closely with internal teams, contribute to knowledge documentation, and help improve the overall customer experience. This is an ideal role for someone who thrives in a fast-paced environment and enjoys solving complex technical problems.
Responsibilities
- Serve as the enthusiastic, customer-focused voice of Eptura, delivering world-class global support.
- Provide technical assistance through chat, phone, and email, ensuring timely triage and escalation of support tickets
- Analyze issues, identify root causes, and deliver effective solutions or workarounds with minimal oversight
- Manage a high volume of customer interactions across multiple channels while maintaining quality and professionalism.
- Become a subject matter expert in Eptura products and communicate technical solutions clearly and positively.
- Uphold quality standards related to case documentation, communication, and response time.
- Identify software bugs and submit detailed reports; collaborate with engineering teams on fixes and feature requests.
- Partner with Tier 2 Support Representatives, following incident management protocols and validating hotfixes.
- Participate actively in weekly departmental meetings to share insights, challenges, and suggestions.
- Create and maintain internal and external knowledge base articles to empower customers and support teams.
About you
- 1+ year of experience supporting SaaS software (required)
- Hands-on experience with SQL Server (desired).
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