Tech Support Engineer

Important: This role includes a mandatory 2-minute video assignment as part of the application process. 

Assignment link:

https://docs.google.com/document/d/1JxpYjxAJ_jMmks_rfOi4tRsCk9AmBLXMI29V6yUH7LY/edit?usp=sharing

About us:

Superfone is a next-generation telecom operator (DOT licensed) on a mission to reimagine the business mobile number for SMBs in India. We offer a VoIP-based mobile number that works on our app and can be shared by multiple team members – a first of its kind in India! Beyond communication, Superfone enables business growth through integrated AI tools, AI agents and business software built on the phone platform.

Superfone is founded by leaders who have held key roles at high-growth companies like Flipkart, Ola, and PhonePe, bringing deep experience across product, business growth, and revenue scaling. They bring firsthand insight into building and scaling businesses in fast-paced environments, and work closely with the team to drive meaningful impact and growth.

Backed by top-tier investors, Superfone has raised over $3M in funding and is on a strong growth trajectory, rapidly scaling its product and customer base.

Important points:

● 100% on-site role in Bangalore

● Immediate joiners are strongly preferred

● Full-time role includes PF and medical insurance benefits

About the role:

As a Tech Support Engineer, you will be the primary point of contact for our customers, providing exceptional technical support and troubleshooting complex issues. You will play a crucial role in ensuring customer satisfaction and driving product improvement. 

This role is well-suited for individuals who are passionate about building a niche technical skill set, enjoy solving problems, and are deeply customer-focused. If you are eager to learn, thrive in a fast-paced startup environment, and want hands-on exposure to VoIP systems, networking, and SaaS products, this role offers a unique opportunity to develop expertise in a highly specialized domain. 

Responsibilities:

• Handle customer inquiries and resolve issues promptly and effectively.
• Troubleshoot technical problems and identify root causes.
• Escalate unresolved issues to appropriate internal teams.
• Create and maintain comprehensive knowledge-based articles to document solutions and best practices.
• Master the use of our helpdesk software and other relevant tools.
• Collaborate with internal stakeholders to identify product enhancements and improvements.

Qualifications:

• Bachelor's degree in Computer Science, Engineering, or a related field.
• Minimum 1 years of experience in any technical role, preferably in technical support roles
• Excellent written and verbal communication skills, with a focus on active listening and problem-solving.
• Passion for customer support and a commitment to delivering exceptional service.
• Familiarity with a scripting language and/or programming language
• Understanding of  networking protocols (TCP/UDP/IP, SIP) and HTTP with the ability to diagnose call flow or connectivity issues.
• Experience working with SQL Database and RESTfulAPIs
• Experience with using analytical/ monitoring tools and analysing logs (application, system, VoIP call logs)
• Ability to collaborate effectively with cross-functional teams.

Preferable Qualifications:

• Experience working with VoIP Platforms Asterisk and Kamailio including configuration and troubleshooting.
• Proficiency with Linux operating systems

Perks:

• Competitive salary with medical insurance and PF benefits
• Work in a fast-paced, dynamic environment
• Strong learning and growth opportunities
• Collaborative and supportive team culture