Open for Freshers and Experienced
Job Title: Support Engineer
Department: Service - Support
Reports To: Key Account Manager
Experience: 0 – 2years
Location: SIONIQ TECH PRIVATE LIMITED – Hyderabad
About Us:
SIONIQ TECH PRIVATE LIMITED is a product-based technology company focused on delivering innovative software solutions for the jewellery industry. As part of our customer success strategy, we are expanding our support team to ensure that our users receive high-quality service and continuous engagement throughout their journey with our product.
Job Summary:
We are looking for a skilled Support Engineer with hands-on experience in resolving complex product issues. You will work with internal teams to resolve customer challenges and actively participate in upselling, cross-selling, and renewal opportunities through strategic support interactions.
Responsibilities:
Investigate and troubleshoot moderately complex customer issues across our software product.
Collaborate with product and R&D teams to reproduce and resolve bugs or product gaps.
Ensure timely, high-quality resolution of support tickets.
Maintain comprehensive internal documentation and contribute to external help resources.
Identify and communicate opportunities for upselling and cross-selling to the sales team.
Assist in renewal lead generation by identifying customers’ product usage patterns and satisfaction levels.
Provide support to Junior Engineers and assist in knowledge transfer.
Requirements:
1–3 years of experience in a technical support or application support role for software products.
Understanding of debugging, application support, and product lifecycle.
Strong problem-solving skills and analytical mindset.
Excellent customer communication and relationship-building skills.
Experience using any CRM/ticketing tools.
Proficiency in English, Hindi, and at least one regional language from South India (Telugu, Tamil, Kannada, or Malayalam) is mandatory.