Folio3 is looking for a talented L1 Support Engineer who will be responsible for providing high-quality technical support to the customers and developers through emails, phone interactions, chats, and desktop sharing with customers. The job involves handling and resolving complex technical and functional queries from customers across the globe.

Responsibilities:

• Help resolve software and technical questions for the customer efficiently and effectively.
• Gather the required information to best handle customer software and technical inquiries.
• Manage customer expectations regarding estimated response times for issue resolution.
• Resolving the issues through Phone, chat, and email communication channels.
• Extensively research and document customer technical issues.
• Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
• Partner with Technical Support team members on various strategic projects when needed.
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
• Run monitoring reports for usage, performance, and/or availability.
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

Requirements:

• 1-2 years experience of customer support.
• Working Knowledge of Linux & Windows Systems.
• Understanding of Cloud [Azure & AWS].
• Track product issues/enhancements through to resolution, within agreed SLAs.
• Excellent communication skill.
• Open to work in night shift on L1 support.
• Able to troubleshoot and debug the code, write code with best coding practice.
• Experience with code debugging will be a plus.