Technical Support Engineer

Overview

Purpose:

This SOP outlines the requirements and operational guidelines for establishing a

Tech Support Team with three members to provide timely assistance during and

after the launch phase of a product/service, ensuring seamless support for a large

user base.

Objective:

● To ensure quick resolution of technical issues reported during and after the

launch phase.

● To maintain high levels of customer satisfaction with minimal downtime.

● To implement a shift-based schedule to provide coverage across peak and

off-peak hours.

Team Composition:

● Team Size: 3 members. (2+1)

● Roles:

○ Tech Support Engineer (3 Members): Responsible for addressing and

resolving technical issues in a timely manner.

Shift Structure:

● Shifts: The team will operate in 3 overlapping shifts to ensure 16-18 hours of

daily coverage, divided as follows:

○ Morning Shift: 7:00 AM – 4:00 PM.

○ Afternoon Shift: 1:00 PM – 11:00 PM.

○ General Shift: 9:30 AM - 6:30 PM.

○ Flexible/On-call Support:

Each member will rotate through shifts weekly to ensure fair workload distribution.

. Responsibilities:

1. Tech Support Engineers:

○ Respond to user queries through defined communication channels

(e.g., email, chat, call).

○ Troubleshoot and resolve technical issues promptly.

○ Escalate complex issues to the Lead or relevant teams when required.

○ Manage and monitor tickets via mail, ensuring resolution within agreed

timelines.

○ Provide guidance and support to end-users.

○ Generate daily/weekly reports on support metrics

Communication Protocol:

● Ticketing System: All issues to be logged and tracked using a centralized

ticketing system that is Email, Whatsapp chats and Calls.

● Escalation Matrix: A clear escalation matrix will be in place to handle

unresolved issues via mail handled by Tech Lead.

Job Types: Full-time, Permanent

Pay: Up to ₹300,000.00 per year

Shift:

• Day shift
• Evening shift
• Morning shift
• Night shift
• Rotational shift

Work Days:

• Monday to Friday
• Weekend availability

Work Location: In person