🏢 Company Overview:
Mareana is a leading AI and analytics-driven technology company specializing in digital transformation and supply chain optimization. With a mission to simplify complex business processes through intelligent automation and data insights, Mareana empowers global enterprises to achieve operational excellence and enhanced productivity.
💼 Job Details:
- Employment type: Full Time
- Experience: 6+ Years
- Salary: ₹67,000 – ₹77,000 monthly
- Location: Work For Home
- Work timing: 9:45 AM to 6:45 PM
- Working Days: 5 Days
- Education: Any Degree
📝 Job Description:
Mareana is seeking an experienced and proactive Lead Technical Support Engineer to manage and oversee the technical support operations. The ideal candidate will be responsible for resolving high-level technical issues, mentoring junior support engineers, and ensuring excellent client satisfaction. This role requires strong problem-solving skills, deep technical knowledge, and the ability to collaborate with cross-functional teams to deliver timely and effective solutions.
🔑 Key Responsibilities:
- Lead the technical support team in diagnosing, troubleshooting, and resolving complex technical issues
- Act as the primary escalation point for critical support cases
- Collaborate with engineering and product teams to identify, document, and resolve software defects
- Maintain detailed records of reported issues, resolutions, and system updates
- Implement best practices and process improvements for efficient support operations
- Provide mentorship, training, and performance feedback to support engineers
- Ensure adherence to SLAs (Service Level Agreements) and maintain high customer satisfaction levels
- Contribute to the creation of technical documentation, FAQs, and knowledge base articles
🛠️ Required Skills & Qualifications:
- Proven experience as a Technical Support Engineer, System Administrator, or similar role
- Strong understanding of Linux/Windows environments, networking protocols, and cloud platforms (AWS/Azure)
- Hands-on experience with SQL, API integrations, and application monitoring tools
- Familiarity with incident management systems such as Jira, ServiceNow, or Zendesk
- Excellent communication, leadership, and troubleshooting skills
- Ability to manage multiple priorities in a fast-paced environment
- Bachelor’s degree in Computer Science, Information Technology, or a related field
🌟 Benefits:
- Opportunity to lead a dynamic and skilled technical team
- Work with cutting-edge AI and enterprise technologies
- Collaborative and innovation-driven work culture
- Continuous learning and professional growth opportunities
