Support Engineer

Department: Support

Employment Type: Full Time

Location: India

Description

Shape the Future of Work with Eptura
At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.

Job Description

As a Frontline Support Engineer at Eptura, you will be the first point of contact and a trusted partner for clients seeking assistance. You will deliver outstanding customer support across phone, email, and in-app channels while developing deep expertise in Eptura’s software suite. In this role, you’ll diagnose issues, provide effective solutions, and ensure every customer interaction is handled with professionalism and care. You’ll collaborate closely with internal teams, contribute to knowledge documentation, and help improve the overall customer experience. This is an ideal role for someone who thrives in a fast-paced environment and enjoys solving complex technical problems.

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.

About You

• 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

Eptura Information

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.