Technical Support Engineer Job Description Template
Technical support engineers diagnose and resolve customer-reported issues with software, hardware, or network systems. In India's IT services and SaaS ecosystem, they serve as the bridge between end users and engineering teams, handling tickets through Zoho Desk, Freshdesk, or ServiceNow. Use our technical support engineer job description template to attract candidates with strong troubleshooting skills. It covers key responsibilities, required skills, Indian education requirements, salary insights (Cost to Company (CTC)), and the selection process.
Job title:
Technical Support Engineer
Location:
Bengaluru, Karnataka (or Hyderabad / Pune / Gurugram / Chennai)
Job type:
Full-time, Permanent
Reports to:
Support Team Lead / IT Manager
Experience:
1-4 years
Employment type:
Permanent
About the role
We are looking for a Technical Support Engineer to join our L1/L2 support team and handle incoming tickets from enterprise and SMB customers. You will troubleshoot issues related to our SaaS platform, document known errors, escalate unresolved problems to the product engineering team, and contribute to the internal knowledge base. This role is critical for maintaining our CSAT score above 90% and reducing first-response time to under 2 hours.
About the company: - Established: 2015 - Employees: 800+ - Industry: SaaS (customer experience and CRM platform) - Certifications: ISO 27001, SOC 2 Type II, GDPR compliant - Presence: Headquarters in Bengaluru; sales offices in Mumbai, Gurugram, Dubai, and Singapore; customers in 30+ countries - Known for: Top-rated Indian SaaS platform for customer support automation; listed on G2 as High Performer 2025
Technical support engineer roles and responsibilities
Technical support engineers handle inbound tickets from customers across email, chat, and phone channels: - Troubleshoot and resolve L1/L2 technical issues related to the SaaS platform, APIs, integrations, and third-party connectors - Log, categorise, and prioritise tickets in Zoho Desk / Freshdesk / ServiceNow following ITIL triage guidelines - Escalate unresolved L3 issues to the product engineering team with detailed reproduction steps, logs, and environment context - Create and maintain knowledge base articles and SOPs for common issues to reduce ticket volume by 15%+ quarter-over-quarter - Perform root cause analysis for recurring issues and suggest product improvements through the internal feature request process - Manage customer SLAs - respond within 2 hours during business hours and meet resolution targets per severity level - Coordinate with DevOps for server-side issues - check logs on AWS / Azure, verify service health, and restart failed services - Support Indian customers in English and Hindi; handle regional language queries with the help of translation tools - Participate in on-call rotation for incidents outside business hours (typically 1 week per month)
Technical support engineer qualifications and skills - Hands-on experience with ticketing tools (Zoho Desk, Freshdesk, ServiceNow, Jira Service Management) - Working knowledge of SQL - write SELECT queries with JOINs and WHERE clauses to query customer data for troubleshooting - Basic understanding of REST APIs and webhooks; familiarity with tools like Postman for API testing - Familiarity with cloud platforms - AWS (EC2, S3, CloudWatch) or Azure fundamentals - Strong written and verbal English - ability to write clear, professional ticket responses and knowledge base articles - Working proficiency in Hindi for verbal support calls - Knowledge of ITIL framework (ITIL Foundation certification is a plus) - Experience troubleshooting web technologies - HTML, CSS, JavaScript console errors, browser dev tools - Analytical mindset - methodical approach to isolating and fixing technical issues - Prior experience in a SaaS or product company support role preferred
Education and Experience Requirements - Degree: Bachelor of Engineering (BE) / Bachelor of Technology (BTech) in any discipline, or BCA / BSc (IT / Computer Science) - Master of Computer Applications (MCA) graduates are also eligible - Minimum 50% in graduation (no active backlogs) - 1-4 years of experience in technical support, application support, or customer success roles - ITIL Foundation v4 certification preferred - Freshers with strong technical aptitude and internship experience in support roles may be considered for L1 positions
Technical support engineer average salary
In India, Technical Support Engineers earn 3-6 Lakhs Per Annum (LPA) at the L1 level and 5-8 LPA at the L2 level depending on experience, company type (SaaS vs IT services), and city. SaaS product companies in Bengaluru and Gurugram pay 10-20% above the IT services average. Candidates with ITIL certification and SQL skills command a premium.
Source: Naukri Salary Index 2025-26; Randstad India IT Support Salary Trends 2025.
Benefits - CTC includes: Basic + HRA + Special Allowances + Variable pay (up to 10% of CTC tied to CSAT and resolution Service Level Agreement (SLA) metrics) - Statutory: Provident Fund (PF), Employees' State Insurance Corporation (ESIC) (if gross ≤₹21,000/month), Gratuity (payable after 5 years) - Additional: Group medical insurance (₹5 lakh coverage for self + dependents), term life insurance, annual performance bonus - Perks: Learning budget (₹50,000/year for certifications), WFH internet allowance (₹1,500/month), cab reimbursement for late shifts
Other details - Probation period: 6 months - Notice period: 30-60 days (15 days during probation) - Immediate joiners preferred: Yes - within 15-30 days - Bond / Service agreement: None typically for support roles - Working days: 5 days a week (Monday to Friday) - Work mode: Hybrid - 3 days in office, 2 days remote - Shifts: General shift (9 AM-6 PM) primarily; on-call rotation for weekends and after-hours incidents (once per month) - Relocation support: Not provided
Selection process
1. Resume screening: Based on support experience, technical skills, ITIL certification, and current notice period
2. Technical assessment: 45-minute online test covering SQL queries, API troubleshooting scenarios, and logical reasoning
3. Technical interview: 45-minute video interview - walk through 2 real ticket scenarios (troubleshooting approach, communication, escalation decision)
4. HR interview: Salary fitment, notice period, shift flexibility, and culture fitment discussion
5. Offer rollout: Conditional on reference check and background verification
How to apply - Platform: Apply through the company careers portal, Naukri, or LinkedIn - Documents: Resume (PDF), latest marksheet or degree certificate - Timeline: Rolling applications; interview process completed within 2 weeks - Referral: Internal employee referrals accepted - mention referral ID in application
Frequently asked questions
1. What does a Technical Support Engineer do in India?
A Technical Support Engineer troubleshoots and resolves customer issues with software platforms, APIs, and integrations. They log tickets in Zoho Desk or Freshdesk, escalate complex issues to engineering, and build knowledge base articles. They work in SaaS, IT services, and product companies across Bengaluru, Hyderabad, Pune, and Gurugram.
2. What qualifications do I need to become a Technical Support Engineer in India?
A Bachelor of Engineering (BE)/Bachelor of Technology (BTech) or BCA/BSc in IT is the standard degree. ITIL Foundation v4 certification is preferred. Strong SQL skills, familiarity with cloud platforms (AWS/Azure), and experience with ticketing tools are expected.
3. What is the average salary of a Technical Support Engineer in India?
L1 support engineers earn 3-6 Lakhs Per Annum (LPA); L2 support engineers earn 5-8 LPA. SaaS companies pay 10-20% more than IT services firms. Bengaluru and Gurugram offer the highest salary ranges.
4. How can I hire the right Technical Support Engineer in India?
Screen for SQL proficiency and methodical troubleshooting approach - give a live ticket scenario in the interview. Prioritise candidates with ITIL knowledge and ticketing tool experience. Use a written communication assessment to verify English clarity. Look for candidates who have contributed to knowledge bases in previous roles.