About the role
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.
Responsibilities:
- 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.
Requirements:
- 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 night shifts primarily (10:00 PM - 7:00 AM IST) on a rotational basis, with a hybrid setup from Gurgaon.