Understand the user journey and product features in depth and gain knowledge of the dependent systems (upstreams/downstreams) of the product and the contact points
Basic technical understanding of web applications to be able to perform first level of analysis using logs, APIs and browser inspect tools
Run approved and documented scripts/utilities/APIs
Build and manage Knowledge Base (KB) articles and provide inputs to the product/engineering teams for any recurring asks/issues
Act as a first level of escalation and assign/escalate issues to engineering on-calls for resolution
Work closely with Ops, Business, Engineering and Product teams on issue resolution
Communicate trends, risks, and customer feedback to stakeholders
The role requires flexibility to operate in rotational shifts, specifically 8 PM IST to 5 PM IST (night shift), 1 PM IST to 10 PM IST (evening shift) and 7 AM IST to 4 PM IST (morning shift).

Bachelor’s degree in Computer Science, Information Technology or related field (or equivalent experience)
3-6 years of experience in product technical support supporting cloud-based or SaaS applications
Strong experience with ticketing and support tools (e.g., ServiceNow, Jira)
Effective communicator who can bridge technical and non-technical discussions
Comfortable collaborating in distributed teams across multiple time zones

WMG is committed to inclusion and diversity in all aspects of our business. We are proud to be an equal opportunity workplace and will evaluate qualified applicants without regard to race, religious creed, color, age, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, marital status, medical condition as defined by state law (genetic characteristics or cancer), physical or mental disability, military service or veteran status, pregnancy, childbirth and related medical conditions, genetic information or any other characteristic protected by applicable federal, state or local law.

Technical Support Engineer

Key skills