Tech Customer Support Intern

About the Role

We are looking for a highly motivated Tech Customer Support Intern who is excited about solving customer issues using data, automation, and AI-first approaches. This internship is a unique blend of technical support + analytics + automation, where you will learn real-world customer support operations and apply your SQL/Python/GenAI skills to optimize workflows.

During the internship, you will be trained on the ticket lifecycle, support processes, tools, and best practices, with an opportunity to contribute to AI-driven automation initiatives such as ticket triaging, response drafting, anomaly detection, and workflow optimization.

Key Responsibilities

Customer Support & Technical Troubleshooting

• Assist the support team in investigating and resolving technical product issues raised by customers.
• Understand customer problems and reproduce issues, identify root causes, and propose fixes/workarounds.
• Collaborate with engineering/product teams to escalate and track complex issues.

Ticket Lifecycle & Process Management

• Learn and follow the end-to-end ticket lifecycle: intake → triage → investigation → resolution → closure.
• Maintain proper documentation of troubleshooting steps and resolutions.
• Ensure support SLAs and best practices are followed while managing cases.

Data & Automation Using SQL/Python

• Use SQL to query system/application data for troubleshooting, validation, and customer insights.
• Use Python for data analysis, log parsing, automation, and scripting repetitive tasks.
• Build basic monitoring/analysis scripts to improve issue detection and operational efficiency.

AI & GenAI Enablement (Internship Growth Opportunity)

• Participate in projects to automate support workflows using GenAI/ML.
• Explore use cases such as:
• AI-assisted ticket categorization & priority detection
• Suggested response generation / knowledge-base search
• Pattern detection across recurring tickets
• Automated workflow routing and escalation recommendations

Required Skills & Qualifications

• Currently pursuing B.E./B.Tech / M.E./M.Tech / MCA / BCA / MSc (CS/IT/Data Science) or equivalent.
• Strong foundation in SQL (joins, aggregations, filtering, subqueries).
• Working knowledge of Python (data structures, scripting, file parsing, APIs preferred).
• Exposure to Machine Learning projects at college level (coursework, mini-projects, capstone).
• Familiarity with GenAI / LLMs (prompting, OpenAI tools, LangChain basics, embeddings, etc. is a plus).
• Participation in Hackathons / coding competitions is strongly preferred.
• Good analytical skills, debugging mindset, and structured problem-solving ability.

Good to Have

• Experience with basic cloud concepts or SaaS platforms.
• Familiarity with ticketing tools like Jira / Zendesk / Freshdesk / ServiceNow (not mandatory).
• Knowledge of APIs, logs, JSON, Postman.
• Understanding of ML workflows (data prep, training, evaluation).

Soft Skills

• Strong communication skills (written and verbal).
• Ability to explain technical findings clearly to both technical and non-technical stakeholders.
• Curiosity and willingness to learn fast in a dynamic environment.
• Ownership mindset and ability to work collaboratively.

What You Will Learn

• Real-world customer support operations, ticket management, and escalation workflows.
• Debugging and problem-solving in production-like environments.
• Applying SQL/Python to real customer issues and product analytics.
• Designing AI-first automation solutions to improve support efficiency and customer experience.

Why Join Us

• Work on impactful real-world support and automation problems.
• Get mentorship from experienced support and engineering professionals.
• Opportunity to build and showcase AI/ML-based workflow automation projects.
• Hands-on experience in modern customer support for a tech product environment.