Support Engineer

Our Partner is a fast-growing Swiss company providing a cutting-edge digital solution for customs clearance in the e-commerce logistics sector. Our platform supports international operators in streamlining cross-border shipments, ensuring compliance, and improving delivery efficiency. We pride ourselves on a collaborative, innovative, and supportive work environment.

Our IT teams are based in Bangalore and Europe, with an operational presence in New Delhi.

We are looking for a skilled and motivated Support Agent (Level 1 & 2) to provide high-quality technical support to our internal users, mainly logistics operators, who rely on our platform for their daily operations. You will act as a key player between our operations and development teams, ensuring that technical issues are addressed swiftly and that users are empowered to make the most of our tools. You will also directly work on incident or request resolutions by updating JSON files, running SQL commands or Python scripts.

You will also be involved in system validation and testing of new releases, ensuring the product's stability and reliability. We use Jira Service Management to manage support tickets.

Roles and Responsibilities:

• Provide Level 1 and Level 2 support to internal users (logistics operators) using our customs clearance digital solution.
• Troubleshoot technical issues and escalate complex cases to the development team when necessary.
• Use SQL and support tools to investigate and resolve data-related queries and issues.
• Contribute to validation and testing of new system releases, identifying bugs and ensuring proper functionality before deployment.
• Maintain detailed documentation of issues, resolutions, and system behaviours.
• Collaborate closely with the development team, providing feedback and suggestions for continuous improvement.
• Participate in training sessions and help improve support documentation and user guides.

Key Requirements:

• 3+ years of experience in a technical support or application support role.
• Knowledge of SQL for troubleshooting and analysis.
• Comfortable working with complex systems and understanding software architecture.
• Ability to manage multiple tickets/issues while maintaining clear communication and prioritisation.
• Experience in system validation/testing (manual or automated (Python) is a plus).
• Strong analytical and problem-solving skills.
• Team player with excellent communication skills.
• Fluent in English (German or another language is a plus).
• Experience in logistics or customs is a plus, but not mandatory.
   

What We Offer:

• A hybrid working model – combine remote work with regular in-office collaboration.
• A friendly and supportive work environment that values your ideas and input.
• The opportunity to work with cutting-edge technologies in a rapidly evolving industry.
• A chance to be part of a dynamic team building innovative solutions for the e-commerce logistics space.