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Keywords Studios

Technical Support Engineer I - Pune

Keywords Studios
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hybrid mid full-time Pune, Maharashtra

First indexed 2 Jul 2026

Description

At Keywords Studios, a global services platform for the video games and entertainment industries, you will work as a Technical Support Engineer I, providing expert technical support to customers, including Admins and Developers from SMBs to Fortune 500 companies.

As a Technical Support Engineer I, your responsibilities will include:

  • Acting as the professional face of Helpshift, providing technical support to customers
  • Guiding customers on various topics, such as dashboard training and SDK integration troubleshooting
  • Managing and prioritizing your queue of support issues, responding promptly to customer submissions
  • Staying informed about current features and bugs, filing tickets when needed for internal teams
  • Evaluating feature requests and escalating them to the Product team when appropriate
  • Debugging customer issues by reproducing them, gathering critical details for escalation, and performing QA tests when required
  • Creating and documenting solutions, best practices, and templated responses to enhance internal and external resources
  • Filing bugs in JIRA, providing updates across time zones, and collaborating internally to resolve issues effectively
  • Analysing crash logs, scripts, and API configurations to identify patterns and escalate issues to developers
  • Identifying sales opportunities or billing issues and escalating them to Sales, Success, or Finance teams
  • Writing scripts and tools to handle customer data requests efficiently

Requirements:

  • 2+ years of direct Enterprise B2B Tier 1 technical support or customer operations experience
  • Familiarity with REST APIs and scripting in Python or JAVA, Basic knowledge of SQL
  • Strong ability to juggle and prioritize multiple tasks independently
  • Professional business writing skills to provide clear, detailed responses and escalate issues when necessary
  • Proactive problem-solver who suggests and implements process improvements
  • Bachelor’s degree in Computer Science or equivalent technical and professional experience

Benefits:

  • Hybrid setup
  • Family Medical Insurance Cover
  • Life Insurance
  • Daily Meals - onsite
  • Reimbursable Flexible Benefit
This listing is enriched and indexed by YubHub. To apply, use the employer's original posting: https://apply.workable.com/j/CC7B744648