Customer Support Engineer (IT Helpdesk/Technical Support)

About the role

The Customer Support Engineer will act as the primary technical liaison for our clients, ensuring smooth project delivery, effective issue resolution, and comprehensive training on our software solutions. This position is based onsite in Vadodara and requires close collaboration with internal teams and customers.

Key responsibilities

• Manage customer projects from discovery to delivery, creating project plans and regular status reports.
• Handle inbound calls and escalated cases, providing timely solutions and logging all activities.
• Document problems and resolutions in knowledge‑base articles for future reference.
• Develop, modify, and deliver Crystal Reports as required by customers.
• Plan, package, and deliver remote or onsite training sessions, including presentations and demo videos.
• Assist first‑level support teams and provide regular management reports.
• Analyze project specifications, set up data, and perform code/release testing and quality assurance.

Required profile

• Engineering graduate with basic computer knowledge, preferably in software.
• 3‑5 years of experience in technical support, helpdesk, or customer success roles.
• Strong client coordination and on‑call support experience.
• Ability to work independently and manage multiple projects simultaneously.

Required skills

• Crystal Reports
• Windowmaker
• Terminal Server