SAAS Backup - Technical Support Engineer - L1

Job Summary: We are looking for a Technical Support Engineer (L1) to provide first-level support for SaaS-based backup solutions. The candidate will be responsible for handling customer queries, troubleshooting basic technical issues, and ensuring timely resolution or escalation. Key Responsibilities: Provide L1 support for SaaS backup products via email, chat, and calls. Troubleshoot basic issues related to backup, restore, and data protection. Monitor backup jobs and ensure successful completion. Log, track, and manage support tickets in the ticketing system. Escalate complex issues to L2/L3 teams with proper documentation. Assist customers with product setup, configuration, and usage. Maintain knowledge base articles and documentation. Ensure adherence to SLA and customer satisfaction.