We are seeking a skilled Product Support Engineer to join our support team and assist customers by resolving technical issues through ticket -based support. The ideal candidate will have strong technical skills, problem -solving abilities, excellent communication skills, and a passion for delivering exceptional customer service. You will diagnose, troubleshoot, and resolve software, hardware, and product/process -related issues while ensuring timely and accurate responses to customer inquiries.
Requirements
Qualifications & Skills:
Education & Experience:
• Bachelor’s degree in computer science, IT, or related field (or equivalent experience).
• 2+ years of experience in technical support, helpdesk, or IT support roles.
• Experience with ticketing systems (e.g., Zendesk, Freshdesk, ServiceNow, Jira Service Desk).
Preferred Skills (Bonus):
• Familiarity with SaaS, cloud platforms (AWS, Azure), or relevant software products.
Soft Skills:
• Strong analytical and problem -solving abilities.
• Excellent written and verbal communication skills.
• Patience and empathy when dealing with frustrated customers.
Note - This requires working in rotational shifts and week -offs and coming to the office when on the day shift.
Key Responsibilities -
Technical Troubleshooting:
• Diagnose and resolve software, hardware, and network -related problems.
• Hands -on experience working with REST API, troubleshooting API calls, and SQL queries
• Basic knowledge of Authentication/Authorization: OAuth, JWT, SSO. Browser Dev Tools: Network tab analysis, console debugging
• Reproduce and document bugs for the product/engineering teams.
• Guide customers through step -by -step solutions or provide workarounds.
Customer Communication:
â Provide clear, concise,
and professional responses to customer inquiries.
â Maintain high customer satisfaction by ensuring effective follow -ups and updates.
Collaboration:
• Work closely with cross -functional teams (Engineering, QA, Product) to resolve recurring issues.
• Participate in team meetings to discuss trends, challenges, and process improvements.
Ticket Management:
• Monitor, prioritize, and respond to customer support tickets via email, chat, or helpdesk system (e.g., Zendesk, Jira, Freshdesk).
• Ensure timely resolution of technical issues within defined SLAs (Service Level Agreements). • Escalate complex issues to senior engineers or development teams when necessary.
Documentation & Knowledge Sharing:
• Create and update internal and customer -facing knowledge base articles
• Familiarity with documentation tools such as Confluence, Wiki.js, or FreshDesk, or similar
• Document troubleshooting steps, solutions, and best practices.
Advantages
- Health insurance coverage for self, spouse, and kids.
- Long -term benefit plan with employer matching contributions.
- Opportunities for professional development and advancement within the organization.
📌 product Support Engineer (Bengaluru)
🏢 Leading
📍 Bengaluru
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