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Technical Support Engineer

Zepto

Bangalore, Karnataka, IndiaJobNo compensation foundPosted 1w agoVerified open 1w ago
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At a glance

Compensation
No compensation found
Location
Bangalore, Karnataka, India
Work Authorization
Not specified

Job overview

Zepto seeks a Technical Support Engineer to lead a team of 12‑15 agents, handle complex hardware and software issues, manage contact‑center dialer systems, monitor KPIs, coordinate incident response, and oversee hiring and training.

Skills & qualifications

RequiredNice to have

Skills

TroubleshootingCall CentersRoutersSQLCRMVoIPWritten Communication SkillsConflict ResolutionTechnical SupportTCP/IPNetworking TechnologiesDatabasesTeam LeadershipTechnical TroubleshootingDialer ManagementSLA ManagementIncident ManagementOnboarding and TrainingWindows Operating SystemsVPNsCRM IntegrationsVerbal CommunicationWritten Communication

Qualifications

3-5 Years IT Helpdesk or Technical Support Experience1-2 Years Supervisory or Team Lead Experience Managing 10+ Employees

Full job description

Responsibilities:

  • Team Leadership: Direct, manage, and mentor a team of 12-15 technical support agents. Conduct regular performance reviews, 1-on-1s, and coaching sessions to ensure high team morale and productivity.
  • Technical Troubleshooting: Act as the highest point of escalation for complex hardware (desktops, laptops, peripherals, networking) and software (OS, standard applications, internal tools) issues.
  • Dialer Management: Oversee the administration, troubleshooting, and daily operations of the contact center dialer systems (e. g., Contiinex Inhouse Dialer). Ensure optimal dialer performance and maximum uptime.
  • SLA and Performance Management: Monitor team KPIs (such as First Call Resolution and Average Handling Time) and implement strategies for continuous improvement.
  • Incident Management: Coordinate rapidly during system outages, communicating effectively with stakeholders, vendors, and upper management until resolution.
  • Onboarding and Training: Assist in the hiring process and lead technical training and onboarding for new team members.

Requirements:

  • Experience: Minimum of 3-5 years in IT Helpdesk or Technical Support, with at least 1-2 years in a supervisory or team lead role managing 10+ employees.
  • Hardware and Software: Foundational knowledge of Windows operating systems and basic networking (TCP/IP, VPNs, routers).
  • Database Knowledge: Basic knowledge of SQL for database querying, troubleshooting, and reporting purposes.
  • Contact Center Technology: Hands-on experience managing and troubleshooting contact center dialers, VoIP technologies, and CRM integrations.
  • Leadership: Proven ability to handle conflict resolution, manage shift schedules, and drive a team toward metric-based goals.
  • Communication: Excellent verbal and written communication skills, with the ability to explain complex technical issues to non-technical staff.
  • Preferred Qualifications: Experience working in a high-volume B.

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