We are looking for a Product Support Engineer (L1) who will serve as the first point of contact for our clients and internal teams regarding product-related technical issues. You will be responsible for diagnosing and resolving basic to moderate technical problems and escalating complex issues to higher-level teams. This is an excellent chance for someone with a strong foundation in technology and a passion for customer success.
Responsibilities
- Provide L1 technical support to users via email, chat, and ticketing systems.
- Understand and troubleshoot issues related to our web-based applications.
- Debug and resolve front-end issues involving HTML, CSS, and JavaScript.
- Review Java-based backend logs and identify errors to help narrow down root causes.
- Escalate unresolved issues to the L2/L3 engineering or product teams with clear documentation.
- Maintain knowledge base articles and support documentation.
- Collaborate closely with QA, engineering, and product teams to improve product reliability and customer experience.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Strong understanding of Java, HTML, CSS, and JavaScript.
- Basic knowledge of how web applications work (HTTP,
APIs, DOM, browser tools).
- Excellent problem-solving and analytical skills.
- Strong verbal and written communication skills.
- Eagerness to learn and grow within a fast-paced environment.
- Ability to multitask and manage time effectively. Good to Have (Bonus):
- Familiarity with ticketing tools like Jira, Freshdesk, or Zendesk.
- Exposure to log monitoring tools or basic debugging practices.
- Basic knowledge of REST APIs and JSON.
Company Summary
Accelerated innovation across industry verticals. Amortize the cost of running a lab and accelerate outcomes 10x what an individual company can achieve. Access our exclusive training program. Track to state-of-the-art advances in technology. Practical advice on how cutting-edge changes positively impact businesses. Leverage ethics and governance thinking across verticals Be part of leading the narrative. Highly experienced implementation team that knows how to bridge the gap between emergent companies and enterprises.