Technical Support Engineer

Technical Support Engineer

About Us

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Job Description – Technical Support Engineer

Location : Vadodara

Exp - 2-4 Years

Shift - 1-10 PM IST

·       Respond to customer through phone/ email inquires w.r.t products and perform required  technical troubleshooting steps based on customer issue within the scope of support

·       Hands-on experience working with ticketing tools and SLA governed environment

·       Escalate issues (when required) to the appropriate channel

·       Record, track, and document the problem-solving process all the way through to the final resolution

·       Use logical reasoning to analyze a situation and make use of available debug utilities

·       Identify and learn old and new software features supported by the organization

·       Hands-on experience working with fixes at the product level, including installing and upgrading software

·       Test fixes and BETA versions of the software to ensure reported problem(s) have been adequately resolved

·       Ability to establish proper course of action to ensure efficient completion of work within prescribed time limits

·       Develop FAQ and Knowledge Base articles to aid in problem resolution.

Roles and Responsibility -   

• Take ownership of the Support Tickets and customer communication to be done by L2

•  L2 owns the responsibilities all the client communication for swarmed tickets.

• Team will work with required L3 engineer and ensure the logical conclusion of the ticket when they are unable to solve the ticket within the stipulated time

•  Work with Escalation Engineer over Escalated tickets

.• Issue understanding and Impact analysis during problem identification - Severity validation

• Identify affected components

• Search KBs, Support tickets, Documents for relevant solutions for the reported issue.

 •  Replicate it locally [share the env. details in the internal tab of the ticket]. 

•   Request and review all required details like the screenshot, all application logs, event viewer logs and Diagnostic utility result (if needed) before having a meeting with the customer. 

•   Self-analysis capture over the ticket. (internal and external notes)

•    Plan of action should be shared with the customer before scheduling a meeting with the customer.

• During scanning Jira tickets, if he/she finds an issue as bug/enhancement. The information should be added to the ticket [internal tab] and further needs to be validated by L3 member.

•  In case of bug/ enhancement fixed after getting confirmation from L3, communication to the customer

•  Frontline engineer is also responsible for KB and RCA for the non-swarmed issue. 

•  The engineer should be flexible to work in any shift as required by the business in the future

• The engineer should be ready to work 24X7X365 rotating shift based on business requirements.

Technical Skills -

·       High proficiency in using computers.

·       Technical troubleshooting/ debugging experience, programming experience, knowledge in database, SQL queries.

·       Advance knowledge of Windows systems, fair understanding of code flow( JAVA, Python, C#), Webserver ( IIS / Apache / Tomcat troubleshooting), Any database.

·       Advanced knowledge of Database, scripting, Excel.

·       Basic knowledge of macros.

·       Intermediate knowledge on Networking, Windows Server 2012 onwards, Client-Server Architecture

·       Basic knowledge on  Cluster and Active Directory

·       In-depth Knowledge about browsers (MS Internet Explorer and equivalent)

·       Usage of MS Office suite (MS Outlook, MS Word and MS Excel) & Open office suite.

Experience Level

Mid Level