Technical Software Support Engineer

Job Description

Job Title: Technical Software Support Engineer

Location: Nepal

Reports To: Service Delivery Manager/Software Support Team Lead

Employment Type: Full-time

Office hours: 5:00 am-2:00 PM (NST)

Role Summary

The Technical Software Support Engineer is responsible for delivering high-quality first-line support to customers using Meshed Group software solutions. This role involves triaging support tickets via Zendesk, handling inbound and outbound customer calls, managing simple to medium complexity issues, and providing timely, professional assistance to resolve client queries and incidents.

Acting as a key representative of the company, the technical support engineer will demonstrate strong technical capability, empathetic communication, and a genuine passion for helping customers succeed with our products.

Tasks and responsibilities

Zendesk Ticket Management

• Triage incoming tickets and categorise into:
• How-To Questions: Respond with guidance, documentation, or escalate if unclear.
• Incidents/Bugs: Replicate, log in Jira, ensure resolution, conduct testing, and update clients.
• Customisation Requests: Handle simple/medium complexity or escalate to appropriate team members.
• Monitor and follow up on all open and pending tickets.
• Coordinate with internal teams (e.g., Accounts, Development) for resolution and approvals.

Inbound & Outbound Customer Communication

• Respond to inbound customer phone calls promptly and professionally.
• Make outbound calls to follow up on tickets, clarify requirements, or resolve ongoing issues.
• Maintain a high standard of verbal communication to ensure clarity, empathy, and customer satisfaction.
• Accurately log phone conversations and outcomes in Zendesk.

Customer Success & Relationship Management

• Manage escalations, complaints, and customer dissatisfaction issues.
• Build trusted, long-term relationships with clients.
• Serve as the voice of the customer by relaying insights and recurring issues to internal teams.

Template Task Management

• Gather customer requirements for template customisation.
• Draft technical briefs and coordinate client approval.
• Ensure timely delivery aligned with client expectations.

Testing & Documentation

• Conduct thorough testing of fixes and customisations.
• Log test outcomes with screenshots or detailed test cases as applicable.

Knowledge Base & Upskilling

• Contribute to and update internal knowledge repositories (Zendesk, Confluence).
• Dedicate 1 hour daily to ongoing learning and product knowledge enhancement.

Qualifications & Experience

·      Minimum 2 years of experience in a technical software support role.

·      Bachelor’s degree in computer science, IT, or a related field.

·      Experience with Zendesk, Jira, Zoom, Teams, and other support tools.

·      Proven ability to handle technical conversations and troubleshoot issues over phone and email.

·      Strong understanding of software development life cycle (SDLC).

·      Exceptional communication and interpersonal skills.

Non-Negotiable Skills & Attributes

• Fluent written and verbal English communication.
• Outstanding customer service and phone etiquette.
• Ability to convert vague client queries into well-defined technical requirements.
• Collaborative team player who works well across departments.
• Organised and self-driven, able to prioritise and meet deadlines in a dynamic environment.
• Available to work shifts between 6:00–3:00 (NST), Monday to Friday.

Key Performance Indicator (KPIs)

• Consistently achieve positive feedback through the Zendesk Customer Satisfaction (CSAT) survey.
• Effectively resolve client disputes and complaints within the agreed turnaround time.
• Maintain full ownership and timely follow-up on all assigned support tickets.
• Ensure timely and proactive updates to clients; avoid unnecessary delays in communication.
• Deliver accurate information to clients; seek guidance from senior team members when in doubt.
• Adhere to company-defined Service Level Agreements (SLAs) for managing all assigned tickets.
• Complete customisation tasks within the timelines agreed upon with the client.