We360.ai - Software Support Engineer (3-7 yrs)

Software Support Engineer

Location : Gurgaon/Gurugram

Employment Type : Full-Time

Experience : 3-7 years

About We360.ai :

We360.ai is a powerful workforce analytics and productivity monitoring platform that helps organizations optimize team performance through insightful dashboards, real-time data, and intuitive tools. Our mission is to create a transparent, productive, and people-first digital workplace.

Role Overview :

We are seeking a dedicated and customer-focused Software Support Engineer to be the frontline of technical support for our customers. Youll work closely with users to resolve technical issues, troubleshoot bugs, and ensure seamless product usage. Your contributions will directly impact customer satisfaction and product improvement.

Key Responsibilities :

- Provide technical assistance and support to customers via chat, email, and call

- Troubleshoot software issues related to installation, performance, functionality, and integration

- Investigate and escalate complex issues to development or QA teams when needed

- Document technical issues and resolutions clearly for internal teams and knowledge base

- Collaborate with Product and QA teams to communicate user feedback and identify areas for improvement

- Assist in onboarding and training of new customers, helping them configure and use the platform effectively

- Maintain strong product knowledge and stay updated on new features and releases

Requirements :

- Bachelors degree in Bachelors degree in BTech ( Bachelor of Technology)

- 3-7 years of experience in software support, technical support, or customer success

- Strong understanding of Windows OS and desktop software environments

- Excellent troubleshooting, communication, and documentation skills

- Ability to manage and prioritize multiple issues in a fast-paced environment

- Familiarity with support tools like Freshdesk, Zendesk, Jira, etc.

Nice to Have :

- Basic knowledge of APIs, networking, or log analysis

- Experience supporting SaaS products or productivity tools

- Exposure to remote desktop software (e.g., AnyDesk, TeamViewer)

- Understanding of SQL or basic scripting for issue diagnosis

Why Join We360.ai?

- Be part of a mission-driven, innovative company making remote work smarter

- Work with a passionate and collaborative team

- Flexible work hours and supportive environment

- Real career growth opportunities and exposure to product development

- Competitive compensation and benefits