Support Engineer
RemoteFull-timeJunior levelPosted open since apr 2026
IT support role at Mercans. Needs a B.Tech, B.E. or BBA. Remote.
About the role
The Support Engineer owns 2–3 named client accounts end-to-end, handling L1 and L2 complexity. This role works in partnership with AI (which handles initial triage and suggests resolutions) and with the L3 team (which takes over deep technical investigations). They participate in shift rotation for 24/7 coverage, with AI agents handling initial triage and low-complexity resolutions around the clock.
What you'll do
- Own all support tickets for designated clients from creation through resolution at L1–L2 complexity
- Develop deep expertise in each client's product configuration, integrations, payroll rules, and country-specific compliance
- Attend MBRs/QBRs for assigned clients, presenting ticket trends, root cause themes, and improvement actions
- Maintain client artifacts: wage type catalogs, data dictionaries, and configuration guides
- Engage BAU team members for country-specific payroll expertise while retaining full ticket ownership
What you need
- HRMS
- Client relationship