Job Opportunities

Support Engineer

Role Overview
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The Support Engineer will act as the first line of technical support for Eduegate.com’s ERP modules and mobile applications.
This role focuses on troubleshooting, customer assistance, and ensuring smooth onboarding and daily operations for schools, universities, and educational institutions using Eduegate.com’s solutions.

Core Responsibilities
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• Provide technical support for ERP modules (Academics, Fleet, HR, Finance, Inventory, etc.)
• Troubleshoot and resolve customer-reported issues across portals and mobile apps
• Assist with installation, configuration, and account setup for ERP solutions
• Perform root cause analysis and escalate complex issues to DevOps/Development teams
• Document solutions and create user-friendly guides, FAQs, and training materials
• Support deployment and updates for web portals and mobile applications (Android/iOS)
• Ensure compliance with service-level agreements (SLAs) and maintain customer satisfaction
• Collaborate with product and development teams to improve ERP usability and performance
• Provide training and onboarding sessions for school/university staff

Key Skills
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• Strong communication and problem-solving abilities
• Knowledge of ERP workflows and educational institution processes
• Familiarity with SQL, APIs, and system logs for troubleshooting
• Experience with Windows and Linux environments
• Understanding of mobile app deployment and updates (Android/iOS)
• Ability to work under pressure and manage multiple support requests
• Customer-centric mindset with a focus on service excellence

Qualifications
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• Bachelor’s degree in Computer Science, Information Technology, or related field
• 1–3 years of experience in technical support, ERP systems, or enterprise applications
• Hands-on experience with educational ERP solutions preferred
• Knowledge of mobile app support and publishing processes (Android/iOS) is a plus
• Strong interpersonal and documentation skills

KPIs (Key Performance Indicators)
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• Average response and resolution time for support tickets
• Customer satisfaction scores (CSAT/NPS)
• Accuracy and completeness of documentation and knowledge base articles
• Successful onboarding and training sessions delivered
• Reduction in recurring issues through proactive support and root cause analysis

Role in Eduegate.com
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• Acts as the first line of support for ERP modules (Academics, Fleet, HR, Finance, Inventory, etc.)
• Ensures smooth onboarding and training for school/university staff
• Provides ongoing technical support for both web portals and mobile apps
• Assists with publishing and updating mobile applications on Android and iOS platforms
• Collaborates with DevOps and development teams to ensure seamless ERP operations

Position: Support Engineer
Location: Kochi
Department: Technology / ERP Solutions
Reports To: Head of Support / CTO
Product Website: www.eduegate.com
Company Website: www.softopsolutions.com

Interested candidates can send their resumes to below mail ID