Foundation AI: Associate Technical Support Engineer

Job Description

Foundation AI is a fast-growing technology company revolutionizing document automation for modern businesses. By automatically ingesting documents, emails, and attachments, Foundation AI ensures seamless classification, storage, and workflow automation within enterprise systems. As an Associate Technical Support Engineer, you will be at the forefront of ensuring smooth operations and an excellent customer experience by providing hands-on support and technical assistance.

This role is an excellent opportunity for individuals looking to launch their careers in customer and technical support. You will troubleshoot issues, provide timely solutions, and collaborate with cross-functional teams to resolve escalations effectively. Beyond customer interaction, you will contribute to building the knowledge base and improving internal support processes. Your adaptability, problem-solving mindset, and technical knowledge will be key to thriving in this dynamic environment.

At Foundation AI, you will gain exposure to global customers, 24x5 operations, and the chance to work with advanced technologies. This role also comes with flexibility, requiring you to handle rotational shifts and occasional holiday or weekend work. If you’re passionate about solving problems, supporting customers, and starting a career in technology support, this role offers a rewarding pathway with growth opportunities in a diverse and inclusive workplace.

Roles & Responsibilities

• Provide high-quality technical support to customers via email and ticketing tools, ensuring timely resolution of issues.

• Respond promptly to customer queries, maintaining a professional tone and ensuring a high level of customer satisfaction.

• Contribute to the creation and improvement of the internal customer knowledge base to assist both customers and teammates.

• Escalate unresolved issues to appropriate internal teams while ensuring clear documentation and follow-up until resolution.

• Perform manual operational tasks as needed to ensure smooth workflows and business continuity.

• Collaborate with cross-functional teams to address recurring issues and suggest improvements to support processes.

• Work in rotational shifts to support 24x5 operations and provide coverage across different time zones.

• Assist in training sessions and knowledge transfer for peers to improve team efficiency.

• Demonstrate professionalism and accountability in all customer interactions and internal communications.

Requirements & Eligibility

• Education: Graduate degree in any field (Freshers and College Interns are welcome).

• Strong knowledge of Python programming basics and database skills to troubleshoot technical queries.

• Excellent written and verbal communication skills to interact effectively with global customers.

• Ability to analyze issues logically and apply strong problem-solving skills to resolve them efficiently.

• Flexibility to work rotational shifts, including weekends or Indian holidays as per business needs.

• Willingness to work in both office and remote environments based on organizational requirements.

• Adaptable, detail-oriented, and proactive, with the ability to handle multiple tasks simultaneously.

• A collaborative mindset with openness to feedback and eagerness to learn in a fast-paced environment.

Expected Salary

For the role of Associate Technical Support Engineer in India, the average salary typically ranges between ₹3.5 LPA to ₹5.5 LPA, depending on educational background, technical skills, and internship or prior project experience. Fresh graduates can expect a competitive entry-level salary with structured growth opportunities, while candidates with additional technical knowledge in Python, databases, or customer support may be offered salaries on the higher end of the bracket.

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