Job Overview:

We are hiring for one of our leading clients for the role of Senior Solution Engineer. The ideal candidate should have 4-12 years of experience in Application Support, Production Support, or Technical Support, with hands-on expertise in SQL, Linux/Unix, ServiceNow or other ITSM tools, Incident Management, Root Cause Analysis (RCA), and SLA management. Candidates with excellent troubleshooting skills and the ability to collaborate with cross-functional teams are encouraged to apply.

Key Responsibilities:

- Provide timely, accurate, and professional assistance to customers.
- Troubleshoot technical issues, bugs, and problems with the product or service and provide appropriate solutions.
- Collaborate with engineering, product, and other teams to identify and resolve product defects or gaps.
- Educate customers on product features, best practices, and troubleshooting steps to enhance user experience.
- Document and track customer inquiries and issues in a ticketing system to ensure proper resolution.
- Escalate complex issues to higher-level support or engineering teams as necessary.
- Create and maintain customer-facing knowledge base articles, FAQs, and troubleshooting guides.
- Provide feedback and insights from customers to help improve product development and user experience.




- Participate in product testing and quality assurance to identify potential issues before launch.
- Ensure that service level agreements (SLAs) are met, and that customer satisfaction remains high.
- Stay updated on product updates, recent features, and industry best practices.

Required Qualifications:

- Bachelor's degree in Computer Science, Information Technology or a related field.
- Proven experience in customer support, technical support, or product support (typically 2-5 years).
- Strong technical aptitude and the ability to troubleshoot and resolve complex product issues.
- Excellent communication skills, both written and verbal.
- Ability to work independently and as part of a team in a fast-paced workplace.
- Strong problem-solving skills and attention to detail.
- Experience in ITSM Tools like Service Now, Remedy etc.
- Familiarity with product development processes is advantageous.
- Patience, empathy, and a customer-first attitude.

Soft Skills:

- Strong communication and interpersonal skills.
- Ability to work collaboratively in a team-oriented environment.

• Proactive, self-motivated, and detail-oriented with a focus on continuous improvement.

📌 Senior Solution Engineer (Kochi)
🏢 Exalans And Hunar Corporate Solutions
📍 Kochi