Support Engineer

Job Description

Title: Support Engineer

Company Name: Ambala IT

Vacancy: 3

Age: Na

Job Location: Dhaka

Salary: Negotiable

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Bachelor of Science (BSc) in Computer Science & Engineering
• Master of Science (MSc) in Computer Science & Engineering

• B. Sc or M. Sc in Computer Science and Engineering/relevant subject from any reputed university.

• Vendor certification in relevant subjects will be an added advantage.

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Strong understanding of software systems with the ability to grasp complex business domains.

• Excellent verbal and written communication skills to interact with both clients and internal teams.

• Ability to troubleshoot and resolve basic software issues.

• Familiarity with support tools and ticketing systems.

• Good organizational and prioritization skills.

• Prior experience in a software support or client-facing role is preferred.

Responsibilities:

• Gain in-depth knowledge of the software across all business modules.

• Provide first-level technical support to clients and users through chat, email, or phone.

• Log, track, and categorize reported issues clearly in the ticketing system.

• Filter and forward relevant issues to the development or QA team with detailed context.

• Prioritize and escalate issues based on severity, impact, and business urgency.

• Communicate updates and resolutions back to users in a clear, professional manner.

• Maintain a knowledge base of common issues and resolutions.

• Coordinate with internal teams to ensure timely responses and follow-ups.

• Gather user feedback and relay insights to help improve the product experience.

Probationary period is Six months; after successful completion of the period, salary will be increased as per salary structure of the organization. Upon confirmation as a permanent staff member, they will be entitled to three festival bonuses, welfare benefits, and other facilities in accordance with the organization`s policy. Weekly 2 Holidays.