Hybrid Support Engineer

at Eptura

• Job title: Support Engineer
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Tech skills: Cloud, SDLC, SQL
• Location requirements: Hybrid, Gurugram, India

About the role

• Frontline Support Engineer delivering customer support via phone, email, and chat for Eptura's innovative worktech solutions empowering workplaces and assets.

Responsibilities

• Serve as the enthusiastic, customer-focused voice of Eptura, delivering world-class global support.
• Provide technical assistance through chat, phone, and email, ensuring timely triage and escalation of support tickets.
• Analyze issues, identify root causes, and deliver effective solutions or workarounds with minimal oversight.
• Manage a high volume of customer interactions across multiple channels while maintaining quality and professionalism.
• Become a subject matter expert in Eptura products and communicate technical solutions clearly and positively.
• Uphold quality standards related to case documentation, communication, and response time.
• Identify software bugs and submit detailed reports; collaborate with engineering teams on fixes and feature requests.
• Partner with Tier 2 Support Representatives, following incident management protocols and validating hotfixes.
• Participate actively in weekly departmental meetings to share insights, challenges, and suggestions.
• Create and maintain internal and external knowledge base articles to empower customers and support teams.

Requirements

• 1+ year of experience supporting SaaS software (required).
• Hands-on experience with SQL Server (desired).
• Exposure to cloud environments (desired).
• Basic understanding of Single Sign-On (SSO) concepts (desired).
• Basic knowledge of API troubleshooting (desired).
• Strong customer service mindset with a genuine passion for helping others.
• Excellent verbal and written communication skills, able to explain technical concepts to any audience.
• Ability to build and maintain strong working relationships with customers, partners, and internal teams.
• Strong technical aptitude with proven troubleshooting and problem-solving skills.
• Proficiency using computers and related software applications.
• Demonstrated ability to learn new technologies quickly and adapt to evolving environments.
• Highly organized, self-motivated, and capable of managing time effectively.
• Understanding of the software development lifecycle (SDLC) and end‑user support processes.
• 1+ years of experience in client or technical support roles (preferred)

Benefits

• Health insurance fully paid–Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 13 public holidays
• Employee Assistance Program