Job Description
Support Engineer
Department: Support
Employment Type: Full Time
Location: India
Shape the Future of Work with Eptura
At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower over 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
As a Frontline Support Engineer at Eptura, you will be the first point of contact and a trusted partner for clients seeking assistance. You will deliver outstanding customer support across phone, email, and in-app channels while developing deep expertise in Eptura’s software suite. You'll become a master of our software and a guru of our clients' needs, ensuring every support request is resolved with care and expertise. This role is perfect for someone with exceptional people skills, a love for problem-solving, and a desire to make a real impact.
Responsibilities
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Passionate Support Be the enthusiastic voice of Eptura, delivering best-in-class global customer support.
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Technical Expertise Provide top-notch technical support through chat, phone, and emails, triaging and escalating support tickets with professionalism.
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Problem-Solver: Perform problem analysis and isolate issues with minimal oversight, crafting creative solutions and workarounds.
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Multitasker: Juggle a heavy workload of chat, email, and phone contacts, always prioritizing client satisfaction.
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Knowledge Guru: Become a subject matter expert in our products and services, communicating solutions positively to customers.
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Quality Champion: Adhere to quality guidelines around case notes, communication, and timeliness, ensuring every interaction is top-notch.
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Bug Buster: Identify and submit software bugs and new feature requests, collaborating with the engineering team to improve our offerings.
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Team Player: Work closely with Tier 2 Technical Support Representatives, enforcing incident management procedures and verifying hotfixes.
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Meeting Maven: Participate in weekly department meetings and internal discussions, sharing insights and feedback.
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Documentation Pro: Create valuable end-user and internal knowledge base documentation to support our clients and team members.
About You:
- 2+ year of experience supporting SaaS software in client or technical support role (required).
- Hands-on experience with SQL Server (desired).
- Exposure to cloud environments (desired).
- Basic understanding of Single Sign-On (SSO) concepts (desired).
- Basic knowledge of API troubleshooting (desired).
- Strong customer service mindset with a genuine passion for helping others.
- Excellent verbal and written communication skills, able to explain technical concepts to any audience.
- Ability to build and maintain strong working relationships with customers, partners, and internal teams.
- Strong technical aptitude with proven troubleshooting and problem-solving skills.
- Proficiency using computers and related software applications.
- Demonstrated ability to learn new technologies quickly and adapt to evolving environments.
- Highly organized, self-motivated, and capable of managing time effectively.
- Understanding of the software development lifecycle (SDLC) and end‑user support processes.
Benefits
- Health insurance fully paid–Spouse, children, and Parents
- Accident insurance fully paid
- Flexible working allowance
- 25 days holidays
- 7 paid sick days
- 13 public holidays
- Employee Assistance Program
Eptura Information
- Follow us on Twitter | LinkedIn | Facebook | YouTube
- At Eptura, we believe strong teams are built through collaboration, flexibility, and a range of perspectives grounded in skill and experience. We strive to create an environment where people can do their best work, contribute meaningfully, and grow alongside our business.
