# Technical Support Engineer I - Pune

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

**Apply**: https://jobs.workable.com/view/maMuHdig8UjxuUkwmECj5c/technical-support-engineer-i---pune-in-pune-at-keywords-studios?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_df1f0eaa-659

## Description

At Keywords Studios, we are using our passion for games, technology and media to create a global services platform for the video games and entertainment industries.

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.

Responsibilities:

- 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.

- Analyse 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.

Requirements:

- 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, Basic knowledge of SQL.

- 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.

- Education: 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 jobs.workable.com](https://jobs.workable.com/view/maMuHdig8UjxuUkwmECj5c/technical-support-engineer-i---pune-in-pune-at-keywords-studios?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)