Job Description

Technical Support Engineer

Job highlights
Shift: 1:30pm 9:30pm IST . First half: Self-paced learning with assignments . Second half: Remote interactive training with senior team members .

Location: Onsite in Mumbai,3 days / week expected . Post Training Shift Rotation: . 5:30am 1:30pm IST (will be work from home) . 8:30am 4:30pm IST (will operate in hybrid mode,with work from office 2-3 days a week) .
Job match score

Early Applicant

Key Skills

Location

Work Experience

4 – 9 Years

1 Vacancy

Not disclosed

Mumbai, Kolkata, New Delhi, Hyderabad, Pune, Chennai, Bengaluru
Key skills
ERP,Tomcat,Application support,iSERIES,Debugging,Customer support,Customer service,Microsoft Dynamics,Technical support,SQL
Job description
What you’ll do
VitalEdge is hiring Technical Support Engineers to support our Dealer Management System (DMS). This is a customer-facing, technical support role focused on diagnosing and resolving complex software issues on IBM server environments. You will become part of a growing support team that will eventually serve as the primary customer support group during North American off-hours (EST) .
This role requires strong analytical and communication skills, technical troubleshooting ability across SQL, Java, and Tomcat , and a willingness to learn the legacy Green Screen interface on IBM iSeries .
As a Technical Support Engineer at VitalEdge, you will:
Play a critical role in customer success and product reliability .
Gain domain knowledge in a specialized enterprise product used by leading dealerships.
Learn both legacy and modern tech stacks, expanding your technical breadth .
Work in a hybrid and collaborative environment with a strong focus on training, mentoring, and growth .
Job Role: Technical Support Engineer
Primary Skills: Customer Service, IBM Servers, Green Screen, SQL, Analytical skills, Strong written and verbal communication, ability to work in a team environment and independently as required. Ability to understand and meet Key Performance Indicators. Problem solving and conflict resolution.
Responsibilities
Provide technical support to customers via phone, web chat, and ticketing system.
Create and maintain case logs, monitor resolution timelines, and communicate case status.
Troubleshoot application issues, including software defects, database processing blocks, and configuration errors.
Deliver timely analysis and support especially during off-hours where urgent customer response is required .
Apply VitalEdge s support case resolution process, including triaging, documenting, and escalating when necessary.
Collaborate with senior support staff and service readiness teams during and after training.
Participate in continuous learning to stay current on product and process updates.
Contribute to process improvement and knowledge-sharing within the team.
Perform other support-related tasks and projects as assigned.
Requirements:
4+ years of experience in a technical support or application support role, preferably in a SaaS or enterprise software environment.
Hands-on expertise with:
Tomcat application servers
Java (reading/debugging)
SQL and database architecture
Willingness and ability to learn the IBM iSeries (Green Screen interface) and related tools such as IBM i Access.
Understanding of web-based application troubleshooting.
Strong verbal and written communication skills.
Experience with ticketing tools (Microsoft Dynamics preferred).
Ability to work independently as well as in a collaborative team environment.
Analytical problem-solving mindset and the ability to prioritize in high-urgency situations.
Degree in Computer Science or a related field is strongly preferred.
Work Schedule and Training
Training Phase (First 3 4 months):
Shift: 1:30pm 9:30pm IST
First half: Self-paced learning with assignments
Second half: Remote interactive training with senior team members
Location: Onsite in Mumbai, 3 days/week expected
Post Training Shift Rotation:
5:30am 1:30pm IST (will be work from home)
8:30am 4:30pm IST (will operate in hybrid mode, with work from office 2-3 days a week)
Shift model will be rotational and aligned with our customer s support needs
Industry type
IT Services & Consulting
Department
Customer Success, Service & Operations
Role
Technical Support – Voice / Blended
Role category
Voice / Blended
Employment type
Full Time, Permanent
Education
Any Graduate, Any Postgraduate

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Technical Support – Voice / Blended, Mumbai

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