Engineer I, Global Tech Support Platforms

Bangalore, Karnataka
Permanent
Full-time

23 hours ago

Location: Candidates for this position are preferred to be based in Bangalore, India and will be expected to comply with their team's hybrid work schedule requirements.Who We AreWayfair runs the largest custom e-commerce large parcel network in the United States, approximately 1.6 million square meters of logistics space. The nature of the network is inherently a highly variable ecosystem that requires flexible, reliable, and resilient systems to operate efficiently.At Wayfair, the Engineer I plays a critical role within the Employee Technology team, serving as the first line of technology support for employees across the globe. This role is based in Bengaluru, India, and provides valuable exposure to Wayfair's broader organization.What You'll Do

Act as the first point of contact, delivering world-class customer service, problem resolution, and technical troubleshooting via phone, tickets, and chat.
Provide technical support across multiple technologies, including Windows and Apple laptops, Google Workspace, SCCM, Active Directory, VOIP telephony, Genesys, and network-related issues (including some home networking).
Diagnose and troubleshoot hardware, software, and peripheral issues to ensure employees can work effectively.
Utilize available tools and resources to resolve end-user issues with hardware, software, and other computer-related systems.
Ensure accurate documentation in the ServiceNow ticketing system, including correct categorization, prioritization, and escalation to resolution teams when required.
Resolve common issues such as account resets, hardware failures, and preemptive troubleshooting before escalation.
Route approved hardware requests with the IT Asset Management team and assist in deployment.
Leverage tools such as Nexthink and team runbooks to provide efficient support.
Troubleshoot and resolve LAN/WAN, Ethernet, and VPN connectivity issues.
Monitor and prioritize requests through emails, calls, and alerts, ensuring service levels (SLAs) are consistently met.
Continuously seek opportunities to improve systems, processes, and service efficiency.

What You'll Need

2-3 years of experience in IT support, helpdesk, or a related technical support role.
Strong knowledge of basic computer operations (Windows/MacOS) with solid understanding of Genesys and Google Workspace technologies.
Hands-on experience with ServiceNow ticketing, Okta Administration, Nexthink, BeyondTrust, Google Admin, Glean, ServiceNow Agent Assist, and Intune.
Exposure to Jenkins, Grafana, PagerDuty, Datadog, and Azure Virtual Desktop is a plus.
Proven troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
Excellent communication skills (written and verbal), with the ability to interact with both technical and non-technical users.
Strong customer service orientation, attention to detail, and organizational skills.
Ability to work both independently and collaboratively in a team environment.
Good time management skills to meet deadlines and service commitments.
Analytical and problem-solving mindset with a desire to learn and grow in a fast-paced, evolving environment.
Positive, proactive attitude with a willingness to share knowledge and support team members.
Familiarity with scripting/automation tools (PowerShell, SQL, VBScript, PHP) is an advantage.
Reliable home internet connection and a dedicated workspace, as shifts are managed remotely.
Flexibility to work rotational shifts, including US hours, and availability to come into the office once a quarter (or more frequently, depending on shift requirements and building operations).

Why Join Us?Be part of a global team that makes a real difference by delivering seamless technical support and enhancing the end-user experience for Wayfair employees.About Wayfair Inc.Wayfair is one of the world's largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we're reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you're looking for rapid growth, constant learning, and dynamic challenges, then you'll find that amazing career opportunities are knocking.No matter who you are, Wayfair is a place you can call home. We're a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair - and world - for all. Every voice, every perspective matters. That's why we're proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.Your personal data is processed in accordance with our Candidate Privacy Notice ( ). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at .About Wayfair Inc.Wayfair is one of the world's largest online destinations for the home. Whether you work in our global headquarters in Boston, or in our warehouses or offices throughout the world, we're reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you're looking for rapid growth, constant learning, and dynamic challenges, then you'll find that amazing career opportunities are knocking.No matter who you are, Wayfair is a place you can call home. We're a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair - and world - for all. Every voice, every perspective matters. That's why we're proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other legally protected characteristic.Your personal data is processed in accordance with our Candidate Privacy Notice ( ). If you have any questions or wish to exercise your rights under applicable privacy and data protection laws, please contact us at .

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