Uplight: Technical Customer Support Engineer I (Technical Solutions / Support)

Job Description

As a Technical Customer Support Engineer I at Uplight, you’ll be the first point of contact for customers seeking assistance with our software products and services. This is a customer-facing technical role where you’ll troubleshoot issues, resolve queries, and ensure exceptional user satisfaction. Your focus will be on delivering timely, effective, and empathetic solutions that reflect Uplight’s commitment to innovation and customer excellence.

You will be working with enterprise-level SaaS products that empower organizations to adopt cleaner energy solutions and contribute to global sustainability goals. Using tools like SQL, Postman, and JIRA, you’ll investigate incidents, analyze root causes, and collaborate with internal teams to maintain service reliability. This position provides a perfect opportunity for individuals eager to learn new technologies, sharpen analytical skills, and grow their careers in a fast-evolving tech and energy environment.

At Uplight, you won’t just be supporting technology—you’ll be supporting a mission. As part of a certified B Corporation dedicated to decarbonization, your work will directly contribute to building a more sustainable, energy-efficient world. You’ll collaborate with passionate professionals who believe in technology as a force for good, while enjoying a workplace that values learning, diversity, and work-life balance.

Roles & Responsibilities

• Serve as the first point of contact for customer queries, ensuring prompt and professional issue resolution across email, chat, and ticketing platforms.

• Diagnose technical issues using tools such as SQL, Postman, Kibana, and Grafana, ensuring accurate and efficient troubleshooting.

• Collaborate with product, engineering, and QA teams to investigate, document, and resolve complex product-related problems.

• Manage tickets through systems like JIRA, maintaining clear communication and adherence to SLA timelines.

• Provide detailed, easy-to-understand explanations of technical concepts to customers with varying levels of technical expertise.

• Analyze recurring issues and contribute to Knowledge Base (KB) documentation for faster future resolutions.

• Monitor and report product performance, assisting in identifying areas for improvement or optimization.

• Handle customer escalations with professionalism, ensuring every interaction enhances satisfaction and trust.

• Support continuous service improvements by suggesting process and workflow optimizations based on customer feedback.

• Work in 24/7 rotational shifts to provide uninterrupted global customer support and maintain service continuity.

Requirements & Eligibility

• Bachelor’s degree in Engineering, Computer Science, or a related field (or equivalent practical experience).

• 0–1 year of experience in a technical support or SaaS environment, with exposure to enterprise-grade systems.

• Strong proficiency in SQL for querying databases and analyzing data-driven issues.

• Excellent knowledge of Microsoft Excel for data tracking, reporting, and analysis.

• Basic understanding of REST APIs, Postman, Kibana, and Grafana for diagnostics and log analysis.

• Familiarity with ticketing systems such as JIRA, including incident management, escalation workflows, and SLA compliance.

• Solid understanding of cloud technologies and the ability to adapt to new platforms and tools quickly.

• Exceptional communication and interpersonal skills for delivering clear, user-focused support.

• Strong analytical and problem-solving skills, with the ability to work independently and under minimal supervision.

• A background or interest in the clean energy sector is a plus, reflecting alignment with Uplight’s sustainability mission.

Expected Salary

The expected salary for a Technical Customer Support Engineer I at Uplight in Pune typically ranges from ₹3.5 LPA to ₹6 LPA, depending on educational background, technical proficiency, and analytical capabilities. Candidates with strong SQL and SaaS experience may receive higher compensation. Uplight also offers flexible working conditions, wellness benefits, parental leave, and opportunities for continuous professional development.

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