Eptura

Support Engineer

Eptura

full-time

Posted on:

Location Type: Hybrid

Location: Gurugram • India

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Job Level

Junior

Tech Stack

CloudSDLCSQL

About the role

  • 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.

Requirements

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SaaS supportSQL Servercloud environmentsSingle Sign-On (SSO)API troubleshootingtroubleshootingproblem-solvingsoftware development lifecycle (SDLC)case documentationincident management
Soft Skills
customer service mindsetverbal communicationwritten communicationrelationship buildingtechnical aptitudetime managementself-motivationorganizational skillsadaptabilitycollaboration