Global Technical Support Engineer Job

Our Mumbai, India office is looking for Rockstars in Global tech support.


  • Understanding the functionality of existing and new products which are developed at PallyCon
  • Ask customers targeted questions to quickly understand the root of the problem
  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve issues
  • Respond to customer support requests, primarily by helpdesk, e-mail, telephone and multiple tech support channels
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Provide initial scoping of customer technical issues and engage senior technical staff as required
  • Collaborate with experienced engineers, QA, core security engineer to troubleshoot complex environments, review logs and communicate detailed action plans
  • Responsible for conducting functional QA for entire PallyCon product as well as website
  • Provide prompt and accurate feedback to customers
  • Regularly follow up with customers with recommendations, updates and action plans.
  • Resolve customer technical issues through diligent research, reproduction, and troubleshooting
  • Leverage internal technical expertise, including peers, mentors, knowledge base and other resources
  • Document case work accurately to ensure the correct level of detail is available for colleagues
  • Create new knowledge base articles which will be used for the similar cases
  • Prioritize and manage several open issues at one time
  • Maintain jovial relationships with clients

Required skill & experience

  • 5+ years of tech. support experience
  • Strong customer service skills
  • Outstanding written and verbal communication skills
  • Understanding of Android,iOS and web technologies
  • Hands-on experience of web debugging tools
  • Hands-on experience of Android Studio, Apple Xcode Project build, debugging and analyze log data
  • Logical approach to problem solving
  • High aptitude for learning new technologies
  • Strong customer service skills

About Us

PallyCon is world’s first Saas Based Multi DRM and F.watermarking solution. PallyCon is the most fastest growing product by INKA ENTWORKS Inc in the Content Security world.

PallyCon caters 800+ customers from 130+ countries around the globe. PallyCon has offices at Los angles, USA, Mumbai, India, and Seoul, S.korea.

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