Technical Support Engineer

Company Description

Antares Tech is a team of curious and talented individuals who create unique and innovative software solutions. We specialize in building massively scalable WebRTC products and high-traffic Web and Mobility applications, providing our customers with high-quality support and a personal approach. To learn more about us, please visit us at www.antares-tech.com.

Job Description

Role Overview

We are seeking a proactive and customer-focused Technical Support Engineer with 3 -5 years of experience to join our dynamic team. In this role, you will be a key player in our customer success strategy, providing end-to-end technical support and acting as the first line of defense for our software deployments. The ideal candidate will possess a strong understanding of networking and Windows OS, excellent communication skills, and the ability to work independently during Sydney business hours.

This is a hybrid role that blends technical support with critical Quality Assurance (QA) responsibilities, making it perfect for someone with a keen eye for detail and a passion for ensuring product excellence.

Responsibilities and Duties

• Advanced Technical Support: Provide Tier 1/2 technical support, diagnosing and troubleshooting complex issues related to Windows OS, networking, device drivers, and software conflicts.
• Issue Resolution: Take ownership of customer issues, replicating them in a test environment, and seeing problems through to resolution. Escalate bugs to the Engineering team with clear, detailed reproduction steps.
• Quality Assurance & Validation: Dedicate time to QA and release validation. Execute regression, exploratory, and performance tests on new software builds and file detailed defects in Jira.
• Knowledge Management: Own and improve our support knowledge base (e.g., Confluence). Author and update technical documentation, SOPs, and FAQs after each product release.
• Customer Enablement: Conduct live screen-share walk-throughs and training sessions for customers to ensure they are successful with our products.
• Collaboration: Work cross-functionally with Engineering, Product, and QA teams to provide feedback, surface recurring issues, and contribute to product improvements.
• SLA Management: Ensure all support tickets are properly logged, tracked, and resolved within the specified Service Level Agreements (SLAs), maintaining a high Customer Satisfaction (CSAT) score.

Qualifications

Mandatory:

• Experience: 2-5 years of proven experience in an IT Support, Systems Support, or Technical Support role.
• Technical Skills:
  • Strong experience in Windows systems support (PowerShell, Event Logs, Group Policy, USB/audio/camera driver troubleshooting).
  • Solid understanding of networking concepts (TCP/IP, DNS, DHCP, Firewalls, VLANs, certificate management).
  • Proficiency with support and documentation tools (e.g., Jira, Zendesk, Confluence, Loom).
• QA Mindset: Demonstrable experience in QA testing, including executing test cases, documenting bugs, and understanding the software development lifecycle.
• Communication: Exceptional verbal and written English communication skills, with a proven ability to de-escalate situations with frustrated users.
• Work Hours: Must be willing and able to work full-time during Sydney business hours (AEST/AEDT) from our Noida office.

Core Competencies:

• Excellent problem-solving and analytical abilities with a methodical approach to troubleshooting.
• A customer-first mindset with a strong aptitude for providing exceptional service.
• Ability to work autonomously and manage time effectively in a hybrid setting.
• High attention to detail.

Preferred:

• ISTQB or a similar testing certification.
• Experience in a regulated environment or with hardware peripheral support.
• Familiarity with cloud computing platforms (e.g., AWS, Azure).

Additional Information

Why Join Us?

• Cutting-Edge Work: Be part of projects on the bleeding edge of technology.
• Learn from the Best: Receive mentorship from industry veterans from IITs and NITs.
• No Bureaucracy: Work in an open environment where ideas are freely shared, and knowledge flows across projects.
• Opportunities to work on diverse, challenging projects with fast-paced learning and growth.

A Note from the Team: More than your educational qualification, we would love to understand your prior experience, aptitude, and passion for this role