Technical Support Executive

Company Description TigerIT Bangladesh Ltd. designs and delivers end-to-end identity and credential management solutions for government, corporate, healthcare, and other large-scale service providers worldwide. The company’s flagship Automated Fingerprint Identification System, TigerAFIS, is NIST-certified and ranked among the top global biometric solutions. TigerIT’s portfolio includes biometric enrollment, card and identity document management, inventory management, and e-business solutions used for national IDs, e-passports, border control, criminal identification, and smart card driver’s licenses. With multiple ISO certifications, FBI accreditation, and recognition such as the Red Herring Global award, TigerIT emphasizes scalability, robustness, and high-performance benchmarks in biometric technology.
Role Description This is a full-time remote role for a Technical Support Executive. The Technical Support Executive will provide technical assistance to customers and internal teams, respond to support tickets and inquiries, and diagnose and resolve issues related to TigerIT’s software and solutions. The role involves troubleshooting system and application problems, guiding users through solutions, and escalating complex cases to appropriate technical teams when necessary. The Technical Support Executive will document issues and resolutions, maintain knowledge base articles, and collaborate with development and operations teams to improve product stability and user experience. Regular communication with clients, adherence to service-level agreements, and participation in process improvement activities are key components of the role.
Qualifications

• Candidates should possess strong Customer Support and Customer Service skills to handle inquiries professionally and maintain positive client relationships.
• Candidates should possess solid Technical Support and Troubleshooting skills to diagnose issues, identify root causes, and implement effective solutions.
• Candidates should possess robust Analytical Skills to interpret technical information, analyze logs, and make data-driven decisions.
• Relevant experience with software support, networking basics, and operating systems (Windows/Linux) is beneficial.
• Strong verbal and written communication skills and the ability to explain technical concepts clearly to non-technical stakeholders are required.
• Ability to work independently in a remote environment, manage multiple tasks, and prioritize based on urgency and impact.
• A bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent practical experience, is preferred.
• Familiarity with ticketing systems, remote support tools, and basic database concepts is an advantage.