Technical Support Engineer

Introduction

About SymphonyAI

About the Role

Build technical depth while providing dependable customer support across SymphonyAI Industrial products. This is the foundational engineering level, focused on disciplined triage, clear customer communication, accurate documentation, and resolution of common issues with guidance from more experienced engineers.

This role participates in both Level 1 (L1) and Level 2 (L2) support activities based on business need, skill, access, and incident priority. The role also participates in the 24/7 on-call rotation and responds to assigned incidents within applicable service-level targets and escalation procedures.

Key Responsibilities

• Customer Support and Incident Management
• Receive, clarify, categorize, and troubleshoot customer requests through approved support channels.
• Perform L1 triage and resolve common L1 and L2 issues using documented procedures, known solutions, and guidance from senior engineers.
• Collect complete diagnostic information, reproduce issues when feasible, and escalate with a clear problem statement, evidence, customer impact, and actions already attempted.
• Maintain accurate ticket status, customer communications, time entries, resolution details, and handoff notes.

Technical Investigation

• Use foundational skills in SQL, Windows/Linux, application logs, networking concepts, and cloud services to investigate incidents.
• Execute approved diagnostic queries, scripts, and operational procedures without introducing avoidable risk.
• Support root cause analysis by gathering evidence, documenting observations, and validating corrective actions.
• Knowledge and Collaboration
• Create and update knowledge articles, troubleshooting notes, and customer-specific support documentation.
• Participate in team meetings, technical deep dives, shift handoffs, and product knowledge sessions.
• Support project transitions and hypercare activities by validating support readiness and reporting issues promptly.

Required Qualifications

• 2+ years of technical support, system administration, software operations, or comparable experience, including internships or equivalent practical experience.
• Working familiarity with SQL, one or more scripting or programming languages, Windows or Linux, and basic cloud concepts.
• Clear written and verbal communication, careful documentation habits, and willingness to ask for guidance.
• Ability to prioritize work, follow change and escalation controls, and learn multiple products and customer environments.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.

Preferred Qualifications

• Exposure to Azure or AWS, Kubernetes or Docker, application performance monitoring, and ticketing platforms such as Azure DevOps, Zendesk, Jira, or ServiceNow.
• Azure Fundamentals, CompTIA, or ITIL Foundation certification.
• Interest in industrial software, manufacturing, IoT, or operational technology.

Role Success and Growth

Progress is demonstrated through reliable ticket ownership, accurate diagnosis, complete documentation, safe execution, and increasing independence.

Development path may include Technical Support Engineer 2, product specialization, project support, or other technical roles.

About Us

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 3,000 talented leaders, data scientists, and other professionals across over 30 countries.