Bytescare
Website:
bytescare.com
Job details:
Company Description Bytescare is a brand protection company focused on safeguarding digital assets for organizations worldwide. The company replaces slow, manual brand protection processes with intelligent automation that monitors, detects, and eliminates threats at scale. Using its proprietary Tri-Layer Verification Engine, Bytescare filters noise, understands context, and flags threats accurately while minimizing false takedowns. Its solutions cover brand protection, digital piracy, identity theft, reputation management, and counterfeit protection, helping brands maintain clean online presence and customer trust. With over 200 global brands protected and more than 10 million piracy links removed, Bytescare offers a robust and trusted platform for comprehensive digital risk mitigation.
Role Description The Service Desk Analyst – Engineering Support is a full-time, on-site role based in the Pune Division. This role is responsible for providing front-line technical support to internal teams and external stakeholders, logging and triaging service requests, and ensuring timely resolution or escalation of issues to the appropriate engineering teams. The Service Desk Analyst will monitor system alerts, analyze incident patterns, and contribute to troubleshooting activities to maintain platform performance and reliability. Daily responsibilities include responding to support tickets, documenting issues and resolutions, collaborating with engineers on root-cause analysis, and communicating status updates clearly and professionally. The role also involves maintaining knowledge base articles, following standard operating procedures, and supporting continuous improvement of support processes.
Qualifications
- Strong Analytical Skills to diagnose issues, identify patterns, and support root-cause analysis.
- Effective Communication skills for clear ticket documentation, stakeholder updates, and collaboration with engineering and cross-functional teams.
- Foundational understanding of Finance-related concepts to handle billing or subscription-related queries and coordinate with relevant teams when needed.
- Hands-on Technical Support experience, including troubleshooting software/platform issues, working with ticketing tools, and following incident and problem management practices.
- Customer Service skills to handle inquiries professionally, manage expectations, and ensure high levels of user satisfaction.
- Relevant academic background such as a degree or diploma in Computer Science, Information Technology, Engineering, or a related field.
- Experience with service desk tools (e.g., Jira Service Management, Zendesk, or similar) and familiarity with SLAs and ITIL-based processes is beneficial.
- Ability to work on-site in the Pune Division, manage multiple tasks, and adapt to a fast-paced, technology-driven environment.
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