Position: Technical Support Engineer / Product Support Engineer

Experience: 2-6 Years
Location: Ahmedabad (Work from Office)
Employment Type: Full time

About the Role

Key ResponsibilitiesTechnical & Product Support
- Analyze, troubleshoot, and resolve product-related issues within defined SLAs.
- Investigate bugs, identify root causes, and coordinate with development teams for fixes.
- Monitor support tickets and ensure timely resolution.
- Document issues, solutions, and troubleshooting steps in the knowledge base.
- Assist customers with product configuration, onboarding, and usage-related queries.
- Reproduce reported issues and validate fixes before deployment.

Testing & Quality Assurance
- Prepare and execute test cases, test scenarios, and test plans.
- Conduct regression, functional, integration, and user acceptance testing.
- Verify bug fixes and ensure product quality before releases.
- Report defects using bug-tracking tools and follow up until closure.
- Participate in product release validation and smoke testing.

Collaboration




- Work closely with Product Managers, Developers, and QA teams.
- Provide feedback to improve product usability and customer experience.
- Support product enhancement initiatives based on customer feedback.

Required Skills:
- Experience in Technical Support, Product Support, Application Support, or Software Testing.
- Strong understanding of SDLC and STLC processes.
- Knowledge of Manual Testing concepts and defect lifecycle.
- Experience with SQL queries and database validation.
- Familiarity with ticketing tools such as Jira, Zoho Desk, Freshdesk, or similar.
- Excellent communication and customer-handling skills.
- Strong analytical and problem-solving abilities.

Preferred Skills
- Experience with API testing using Postman.
- Basic knowledge of Web Applications, REST APIs, and Databases.
- Exposure to Agile/Scrum methodology.
- Understanding of automation testing tools will be an added advantage.

Qualification
- Bachelor

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