Technical Support Engineer

Job Description

We are seeking a proactive and skilled Technical Support Engineer to join our team. In this role, you will ensure high availability, robust security, and optimal performance across our systems. You will provide expert technical support for software applications of our mithi products, and system integration, collaborating with cross-functional teams to resolve issues and enhance system functionality.
Key Responsibilities:
Provide technical support to customers through email, helpdesk and other support channels.
Understand, analyse and troubleshoot customer-reported technical issues.
Troubleshoot issues related to email delivery, mail flow, authentication, configuration, migration, archiving, storage and integrations.
Assist customers with product setup, configuration and troubleshooting.
Support email environments and integrations involving Microsoft 365, Google Workspace, Microsoft Exchange, Zoho Mail, SMTP and IMAP.
Troubleshoot email routing, delivery, quarantine, spam protection and mail tracing issues.
Assist with data migration involving PST, MBOX, EML and MAILDIR files and supported mail platforms.
Troubleshoot cloud storage and data-related configurations involving AWS S3, Azure Blob Storage and Google, Cloud Storage.
Analyse error messages, logs and configuration details to identify the root cause of issues.
Reproduce issues wherever required and provide complete technical information when escalating to internal teams.
Maintain accurate records of troubleshooting steps, resolutions and customer interactions.
Follow up on unresolved issues and ensure timely closure of support tickets.
Continuously develop product knowledge and use Mithi’s product documentation to resolve customer issues effectively
Qualification & Skill(s) required:
Bachelor’s degree in computer science, IT, BCS, MCS, BCA, MCA, B.E, Btech, BBA IT, MBA IT
Strong understanding of email technologies and protocols, particularly SMTP and IMAP.
Basic understanding of Microsoft 365, Google Workspace, Microsoft Exchange and Zoho Mail.
Understanding of email routing, mail delivery and trouble shooting.
Basic knowledge of email archiving, data migration and cloud storage concepts.
Familiarity with data formats such as PST, MBOX, EML and MAILDIR.
Understanding of spam protection, quarantine and email security concepts.
Basic understanding of DNS and email-related configurations.
Ability to understand technical documentation, error messages and configuration requirements.
Knowledge of APIs and integrations will be an added advantage.
Familiarity with Freshdesk or other helpdesk/ticketing systems will be an advantage.

Source: Company Career page