Support Engineer - Fresher

About 1Kosmos

1Kosmos develops cutting-edge identity verification and passwordless multi-factor authentication solutions designed to combat identity fraud and secure online access. As a rapidly expanding technology firm, we serve a global clientele with innovative products that redefine security and user experience standards.

Position: Support Engineer (Fresher)

• Location: Mumbai (Hybrid)
• Employment Type: Full-Time
• Shift: Rotational Shifts

Role Overview

We are seeking enthusiastic and customer-focused fresh graduates to join our dynamic Support team. As a Support Engineer, you will be crucial in assisting customers with technical issues, managing support tickets, and ensuring the seamless operation of 1Kosmos products and services. This role is an excellent launchpad for a career in cybersecurity, identity management, and technical support.

Key Responsibilities

• Respond promptly and effectively to customer queries.
• Troubleshoot and resolve product-related technical issues in a timely manner.
• Monitor and manage support tickets, adhering to defined Service Level Agreements (SLAs).
• Assist in incident, problem, and change management activities.
• Collaborate with Engineering, Product, and Customer Success teams to ensure comprehensive issue resolution.
• Document solutions, troubleshooting steps, and create knowledge base articles.
• Support customer onboarding and configuration processes.
• Learn and apply ITIL-based support processes and best practices.
• Provide support for MFA configuration and other identity management-related requests.

Required Qualifications

• Education: Bachelor's degree in BCA, B.Sc. IT, B.E./B.Tech (IT/Computer Science), or equivalent.
• Technical Foundation: Strong understanding of computer networks, operating systems, and web technologies.
• Skills: Good analytical and problem-solving skills.
• Communication: Excellent written and verbal communication skills in English.
• Mindset: Customer-focused with a strong willingness to learn and adapt.
• Availability: Ability to work in rotational shifts.

Preferred Skills

• Basic knowledge of Identity and Access Management (IAM).
• Familiarity with ticketing tools such as Jira or Service Desk.
• Understanding of authentication technologies like SAML, OIDC, OAuth, and MFA.
• Knowledge of ITIL processes (Incident, Problem, Change Management).
• Basic understanding of cloud technologies and SaaS applications.

What We Offer

• Exposure to enterprise-grade security technologies.
• Structured learning and development opportunities.
• Hybrid work model based in Mumbai.