# Technical Support Engineer I - Pune

**Company**: Keywords Studios
**Location**: Pune, Maharashtra
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q64141679

**Apply**: https://apply.workable.com/j/CC7B744648?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_48e67f51-863

## 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

## Skills

### Required
- REST APIs
- Python
- JAVA
- SQL

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Source: [Apply at apply.workable.com](https://apply.workable.com/j/CC7B744648?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)