Technical Support Engineer

Company Description UnifyCX is a future-ready customer experience platform that combines human expertise with advanced AI technology to enhance every stage of the customer journey. Created through GlowTouch’s strategic acquisition of Collective Solution, the company offers a comprehensive suite of tools for customer experience management. With a global presence and a strong focus on innovation, UnifyCX is redefining how organizations deliver exceptional customer service. As a certified NMSDC Minority Business Enterprise (MBE), UnifyCX values diversity and an inclusive workplace. Candidates interested in joining the team can learn more at www.unifycx.com or reach out to careers@unifycx.com.
Role Description The Technical Support Engineer is a full-time, on-site role based in Mangaluru. This role is responsible for providing technical support to customers, diagnosing and resolving software and system issues, and ensuring timely and accurate solutions. The Technical Support Engineer will respond to support tickets, perform root cause analysis, document resolutions, and escalate complex problems when necessary. The role also includes collaborating with product and engineering teams, guiding customers through setups and configurations, and maintaining high standards of customer service. The Technical Support Engineer is expected to contribute to knowledge base articles and continuously improve support processes.
Qualifications
Candidates should possess strong technical support and troubleshooting skills to resolve product and system-related issues.
Candidates should possess solid analytical skills to identify root causes, interpret logs, and recommend effective solutions.
Candidates should possess customer support and customer service skills to handle inquiries professionally and maintain positive client relationships.
Relevant experience with SaaS platforms, contact center technologies, or customer experience tools is beneficial.
Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical audiences.
Ability to work on-site in Mangaluru, manage shifting priorities, and collaborate with cross-functional teams.
Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience.
Familiarity with ticketing systems, remote diagnostic tools, and basic networking concepts is an advantage.

Work arrangement
No