Support Engineer Internship

Responsibilities

• You will manage the full lifecycle of support issues, from initial report to final resolution, focusing on user enablement.
• Technical Troubleshooting: Provide Tier 1 and Tier 2 technical support, rapidly diagnosing and resolving platform issues for e-commerce transactions, B2B portal access, and internal application functions (e.g., inventory display issues, order processing errors).
• Client Onboarding & Training
• Conduct technical onboarding sessions for new B2B clients and internal teams, ensuring they effectively utilize the platform's features, especially complex domain modules like the OMS and WMS.
• Ticket Management
• Manage the support queue in our internal ServiceNow-like system, ensuring all support tickets adhere to defined SLAs and maintain comprehensive documentation of troubleshooting steps and resolutions.
• Escalation and Feedback
• Act as the liaison between users and the engineering teams. Accurately document and escalate complex bugs/feature requests (e.g., performance issues, compliance gaps) and verify fixes before closing tickets.
• Customer Feedback Loop: Proactively gather customer feedback and usage insights to inform product roadmaps, documentation improvements, and service training materials.
• Required Technologies & Tools

Languages