Technical Support Engineer

Role Title: Technical Support Engineer

Roles & Responsibilities

Support client onboarding onto the HRETE web and mobile platforms, ensuring smooth

setup and activation.

Configure HR policies, workflows, and templates aligned with client organizational

requirements.

Facilitate accurate employee data onboarding, ensuring data integrity and compliance

with HR processes.

Provide ongoing technical and functional support for attendance, leave, payroll,

compliance, and exit modules.

Troubleshoot platform issues, diagnose root causes, and ensure timely resolution or

escalation.

Act as the primary point of contact for customers for all platform-related queries and

support requests.

Collaborate with product, engineering, and HR operations teams to resolve complex

issues and improve usability.

Maintain detailed documentation of customer configurations, support tickets, and issue

resolutions.

Deliver a high-quality customer experience by ensuring prompt responses and proactive

communication.

Utilize AI-powered tools and support automation platforms (such as AI chat assistants,

ticket triaging tools, and knowledge base search tools) to improve response time,

accuracy, and customer experience.

Identify opportunities to improve customer adoption, system usage, and overall support

processes.

Required Qualifications

Bachelor’s degree in Computer Science, Information Technology, HR, or related field.

Required Experience

3–5 years of experience in technical support or customer support, preferably in SaaS or

HRMS environments.

Prior experience working in an HR technology or HR services organization.

Familiarity with HRMS/HRIS platforms and HR workflow configurations.

Exposure to database handling, data migration, or bulk data uploads.

Knowledge of statutory compliance and regulatory requirements in HR operations.

Experience supporting iOS and Android applications in production environments.

Ability to work in a fast-paced, client-facing support environment.

Job Type: Full-time

Pay: ₹30,000.00 - ₹35,000.00 per month

Work Location: In person