Technical Support - Incident Engineer

About Company

Metayb is a fast-growing digital transformation company empowering organizations to thrive in the digital-first era. In just three years, weve built a team of 450+ experts focused on creating seamless customer experiences, boosting operational efficiency, and delivering actionable insights. Our core strengths include Digital Transformation, Data Science, SAP Implementation, Workflow Automation, Finance, and Supply Chain Services, with aspirations to expand into IoT, AI/ML, and Virtual Reality. By leveraging emerging technologies, Metayb aims to be a trusted global partner in delivering impactful, future-ready solutions.

Job Title: Technical Support - Incident Engineer

Experience: 5–8 Years

Location: Chennai (Preferred)

Notice Period: Immediate to 30 Days

Note: This is a full-time role , Candidates must be available for rotating shifts to support our 24/7 global operations and international client base.

Job Description

We are looking for a skilled Technical Support – Incident Engineer with strong expertise in handling application and system incidents across mobile and web platforms. The ideal candidate should have a solid understanding of incident management processes, troubleshooting methodologies, and hands-on experience in diagnosing functional, API, and performance-related issues. The role requires the ability to work in a fast-paced, Agile environment, collaborate with cross-functional teams, and communicate effectively with clients to ensure timely resolution of incidents while maintaining high service quality and customer satisfaction.

Responsibilities

• Act as the primary point of contact for L1 to L3 support, diagnosing and resolving complex technical issues via phone, email, and chat.
• Provide clear, step-by-step technical guidance to clients, translating complex problems into actionable solutions.
• Identify and escalate high-priority or systemic issues to specialized internal teams, tracking them through to resolution.
• Document all support interactions and technical workarounds to build and maintain a robust internal knowledge base.
• Stay at the forefront of UEM trends and product updates; provide training sessions for clients and internal stakeholders as needed.
• Partner with Engineering and Product teams to advocate for client needs and improve the overall product experience.
  
  

• 5+ years of technical support experience, preferably within a SaaS environment.
• Proven track record in a Level 3 (L3) & above technical support capacity.
• Exceptional interpersonal and communication skills; the ability to remain professional and courteous under pressure.
• A proactive problem-solver who can work independently in a fast-paced, high-growth environment.
• Bachelor’s degree in computer science, Information Technology, or a relevant technical field.