Customer Support Engineer

Job Summary

We are seeking a Customer Support Engineer to support enterprise customers by troubleshooting hardware and system-related issues, coordinating with OEM vendors, and ensuring timely resolution of technical incidents. This role combines technical support, customer relationship management, and cross-functional collaboration to deliver a high-quality customer experience in fast-paced production environments.

• Troubleshoot and diagnose server hardware and infrastructure-related issues.
• Analyze logs, system behavior, and operational data to identify root causes and recommend solutions.
• Support Linux and Windows operating systems through basic administration, navigation, and command-line troubleshooting.
• Manage technical incidents through ticketing and case management systems.
• Coordinate with OEM vendors and external partners to escalate and resolve complex cases.
• Communicate technical updates clearly to customers and internal stakeholders.
• Maintain accurate documentation of incidents, resolutions, and troubleshooting procedures.
• Collaborate with internal engineering, operations, and customer success teams to improve support processes and customer satisfaction.
• Manage customer expectations professionally during high-priority or time-sensitive incidents.

• 1–3 years of experience in customer-facing technical support, customer success, infrastructure support, or field service roles.
• Experience supporting server hardware, operating systems, or enterprise IT environments.
• Experience working with ticketing systems, case management platforms, or vendor support portals.
• Experience collaborating with external vendors, OEM providers, or cross-functional technical teams.
• JAC