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Hybrid Technical Support Engineer bei Antares Tech

Antares Tech · Noida, Indien · Hybrid

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Company Description:

Antares Tech is a team of curious and talented individuals who create unique and innovative software solutions. We specialize in building massively scalable WebRTC products and high-traffic Web and Mobility applications, providing our customers with high-quality support and a personal approach. To learn more about us, please visit us at www.antares-tech.com.

Job Description:

Role Overview

We are seeking a proactive and customer-focused Technical Support Engineer with 3 -5 years of experience to join our dynamic team. In this role, you will be a key player in our customer success strategy, providing end-to-end technical support and acting as the first line of defense for our software deployments. The ideal candidate will possess a strong understanding of networking and Windows OS, excellent communication skills, and the ability to work independently during Sydney business hours.

Responsibilities and Duties

  • Advanced Technical Support: Provide Tier 1/2 technical support, diagnosing and troubleshooting complex issues related to Windows OS, networking, device drivers, and software conflicts.
  • Issue Resolution: Take ownership of customer issues, replicating them in a test environment, and seeing problems through to resolution. Escalate bugs to the Engineering team with clear, detailed reproduction steps.
  • Knowledge Management: Own and improve our support knowledge base (e.g., Confluence). Author and update technical documentation, SOPs, and FAQs after each product release.
  • Customer Enablement: Conduct live screen-share walk-throughs and training sessions for customers to ensure they are successful with our products.
  • Collaboration: Work cross-functionally with Engineering, Product, and QA teams to provide feedback, surface recurring issues, and contribute to product improvements.
  • SLA Management: Ensure all support tickets are properly logged, tracked, and resolved within the specified Service Level Agreements (SLAs), maintaining a high Customer Satisfaction (CSAT) score.
Qualifications:

Mandatory:

  • Experience: 2-5 years of proven experience in an IT Support, Systems Support, or Technical Support role.
  • Technical Skills:
    • Strong experience in Windows systems support (PowerShell, Event Logs, Group Policy, USB/audio/camera driver troubleshooting).
    • Solid understanding of networking concepts (TCP/IP, DNS, DHCP, Firewalls, VLANs, certificate management).
    • Proficiency with support and documentation tools (e.g., Jira, Zendesk, Confluence, Loom).
  • Communication: Exceptional verbal and written English communication skills, with a proven ability to de-escalate situations with frustrated users.
  • Work Hours: Must be willing and able to work full-time during Sydney business hours (AEST/AEDT) from our Noida office.

Core Competencies:

  • Excellent problem-solving and analytical abilities with a methodical approach to troubleshooting.
  • A customer-first mindset with a strong aptitude for providing exceptional service.
  • Ability to work autonomously and manage time effectively in a hybrid setting.
  • High attention to detail.

Preferred:

  • Experience in a regulated environment or with hardware peripheral support.
  • Familiarity with cloud computing platforms (e.g., AWS, Azure).
Additional Information:

Why Join Us?

  • Cutting-Edge Work: Be part of projects on the bleeding edge of technology.
  • Learn from the Best: Receive mentorship from industry veterans from IITs and NITs.
  • No Bureaucracy: Work in an open environment where ideas are freely shared, and knowledge flows across projects.
  • Opportunities to work on diverse, challenging projects with fast-paced learning and growth.

A Note from the Team: More than your educational qualification, we would love to understand your prior experience, aptitude, and passion for this role

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