Accolite

Support Engineer

Posted On

April 11, 2025

Location

Hyderabad, Telangana

Experience Level

3 - 7 Years Exp.

Job Type

Full Time

Apply By

May 3, 2025

Job Description

Job Title: Support Engineer

Position Overview:
As a Support Engineer, you will be responsible for assisting customers with technical problems, ensuring the smooth operation of our products, and providing troubleshooting solutions. This role requires proficiency in Ruby (primary), SQL, and basic UI debugging skills. You’ll work closely with both internal teams and customers to identify issues and deliver solutions quickly and efficiently.

Key Responsibilities:

Customer Support: Provide technical assistance to customers via email, chat, and ticketing systems, ensuring timely and professional issue resolution.

Troubleshooting & Debugging: Diagnose and resolve complex technical issues, including but not limited to issues in backend systems, database queries, and basic front-end problems.

Ruby & Ruby on Rails Support: Leverage Ruby and Ruby on Rails knowledge to troubleshoot and resolve backend issues, improving customer experiences and performance.

SQL Queries: Utilize your knowledge of SQL to troubleshoot issues related to database queries, data retrieval, and integrity.

UI Debugging: Assist in debugging UI-related issues, identifying front-end bugs, and collaborating with development teams to resolve them.

Collaboration: Work closely with engineering, product, and QA teams to communicate common issues and identify patterns for possible improvements to product features.

Documentation: Create and maintain detailed documentation for common customer issues, troubleshooting steps, and resolutions to improve future response times.

Escalation: Identify and escalate unresolved technical issues to senior engineers or product teams, ensuring efficient resolution and customer satisfaction.

Required Skills & Qualifications:

Ruby programming experience, with the ability to debug and resolve backend issues.

SQL expertise for troubleshooting and optimizing database queries.

Basic UI Debugging skills, including the ability to inspect and resolve simple front-end issues.

Strong problem-solving skills and the ability to think critically when diagnosing technical problems.

Familiarity with Ruby on Rails is a plus.

Experience with issue tracking systems like Jira, Zendesk, or Freshdesk.

Ability to communicate effectively with both technical and non-technical customers.

Excellent written and verbal communication skills.

Strong attention to detail and commitment to customer satisfaction.

Preferred Qualifications:

Experience with web development technologies (HTML, CSS, JavaScript).

Familiarity with cloud platforms like AWS or GCP.

Knowledge of version control systems like Git.

Experience in Agile or Scrum environments.

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