Technical Support Engineer

We are looking for a technical support engineer to join our team in Gurgaon (hybrid) and help keep our production systems healthy through the night. This is a night-shift role, primarily graveyard hours (10:00 PM – 7:00 AM IST), rotating between two team members. You will be the first line of response for production alerts, incident triage and customer-facing technical issues outside regular business hours, making sure AiDASH products and platforms keep delivering for our customers around the clock. 

How you'll make an impact:

• Monitor application health and respond to alerts across production systems during your shift
• Own incident management – identify, triage and drive incidents to resolution, escalating to the right team when needed
• Investigate issues using logs and database queries to find the root cause
• Track tickets against SLA commitments and flag anything at risk of breach
• Draft clear, accurate responses to customers and internal stakeholders, and join customer calls as needed

What we're looking for:

• Freshers with strong technical fundamentals are welcome, as are candidates with 1–2 years of experience in technical/production support, L1/L2 support, or a similar ticket-driven role
• Comfortable with SQL – able to query and reason about data
• Ability to read and troubleshoot API/backend logs and errors (HTTP status codes, request/response payloads)
• Working knowledge of Jira – ticket triage and writing clear technical updates
• Strong communication – written (customer-facing responses, engineering coordination) and verbal (comfortable getting on calls directly with customers)
• Willingness to work primarily night shifts (10:00 PM – 7:00 AM IST) on a rotational basis, with a hybrid setup from Gurgaon.