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. 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
- 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.
We are proud to be an equal-opportunity employer. We are committed to embracing diversity and inclusion in our hiring practices, and we promote a work environment where everyone, from any race, color, religion, sex, sexual orientation, gender identity, or national origin, can do their best work.