Apprentice- Technical Support

We are looking for a high-potential Technical Support Apprentice to join our Technical Support Services team, working on next-generation Contact Center as a Service (CCaaS) platforms. This role is designed for early-career professionals who are passionate about enterprise technology and delivering exceptional customer experiences.

As a Technical Support Apprentice, you will work closely with Senior Support Engineers, Product, and Engineering teams to diagnose, resolve, and document technical issues across our CCaaS product lines, including AI-powered voice, digital channels, analytics, automation, workforce management, and integrations platforms.

This is a learning-intensive role that provides real ownership, structured mentorship, and hands-on exposure to enterprise-grade support operations in a fast-growing SaaS environment.

• →How enterprise CCaaS platforms are supported and maintained at scale
• →How AI-powered features, voice, automation, and analytics are deployed and troubleshot in real customer environments
• →How to manage customer relationships and deliver high-quality support within enterprise SLA frameworks
• →How modern SaaS support organizations operate, escalate, and collaborate with Product and Engineering

• Serve as a first point of contact for customers and internal stakeholders reporting technical issues via ticketing systems, email, or phone
• Log, categorize, triage, and prioritize support tickets accurately in the helpdesk platform within defined SLA guidelines
• Troubleshoot and resolve L1 issues related to platform functionality, configurations, integrations, and connectivity
• Escalate complex or unresolved issues to L2/L3 Engineers or relevant Product teams with thorough documentation and reproducible steps

• Bachelor's degree in Computer Science or Information Technology (BE / B.Tech) from a recognized university
• Freshers are welcome; internship or project exposure in a technical or support role is an advantage
• Basic understanding of networking concepts, operating systems, and software troubleshooting
• Familiarity with APIs, web technologies, and cloud platforms is a plus

• Strong analytical and structured problem-solving mindset
• Patient, empathetic, and customer-first approach to every interaction
• Excellent verbal and written communication skills
• Curiosity about AI, cloud platforms, and enterprise SaaS technologies
• Collaborative team player with a bias for learning and continuous improvement

This apprenticeship is designed to develop future Support Engineers, Sr. Support Engineers, and Technical Leads. High performers will have the opportunity to transition into a full-time role with increased ownership across support tiers and customer segments.