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Description
- Provide timely, professional customer support for issues related to the company’s application suite.
- Troubleshoot, investigate, and resolve customer-reported issues using email, phone, and a ticketing system.
- Perform technical triage and deeper analysis, including:
- Reproducing issues in testing environments
- Reviewing and analyzing application and system logs
- Investigating databases and using SQL to validate data and support troubleshooting
- Support customers through live remote sessions (e.g., WebEx, Microsoft Teams), including during high-severity incidents.
- Escalate complex or high-impact issues to internal technical teams with clear documentation and effective handoffs.
- Resolve complex issues by configuring the system via the GUI and/or performing authorized back-end updates to the application and/or database.
- Maintain strong support relationships with customers through clear communication and follow-through.
- Gather customer feedback and share insights with internal stakeholders to improve product and support processes.
- Document issues, troubleshooting steps, and solutions in tickets and knowledge resources.
- Perform administrative and operational tasks required to support the team.
Work conditions
- Location: Bangalore
- Work mode: Hybrid
- This role includes participation in an on-call rotation and consistent customer-facing interactions during high-severity situations.
- Ability to work flexible shifts and adapt to changing schedules may be required based on business needs.
Minimum Qualifications
- 2–4 years of experience in technical support, help desk, or a related customer-facing technical role.
- Experience troubleshooting software/application issues via a help desk or ticketing system.
- Advanced knowledge of Microsoft Windows OS.
- Working knowledge of SQL (e.g., basic queries to validate data and support investigations).
- Strong troubleshooting, analytical, and problem-solving skills (including log review and issue isolation).
- Ability to manage multiple cases/tasks simultaneously in a fast-paced environment.
- Ability to work effectively under pressure, including during high-severity incidents.
- Strong written and verbal communication skills.
- Fluency in English.
Preferred Qualifications
- Knowledge/experience with Microsoft Windows Server.
- Working knowledge of UNIX/Linux environments.
- Experience troubleshooting across application, system, and database layers.
- Experience providing remote customer support via WebEx, Microsoft Teams, or similar tools.
- Demonstrated attention to detail and strong documentation practices.
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About CAE
At CAE, our mission is clear: to help make the world a safer place. For nearly 80 years, we’ve driven innovation in simulation, training, and mission readiness to support critical operations worldwide. By leveraging advanced technologies, we empower our customers to operate smarter, faster, and more sustainably. Join a purpose-driven organization where bold ideas are encouraged, collaboration drives progress, and your growth fuels our shared success.
Position Type
Regular
Equal Opportunity & Accommodations
CAE is committed to providing equal opportunities to all applicants, regardless of race, nationality, color, religion, sex, gender identity or expression, sexual orientation, disability, neurodiversity, veteran status, age, or other characteristics protected by law. We encourage applicants who may not meet every qualification to apply. Reasonable accommodations are available—contact your recruiter or email CAECarrieres-Careers@cae.com if needed.
Data Privacy
Privacy Statement | CAE
CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.